Customer Service Representative (Remote)

Job TitleThis position is responsible for inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. Provide a high-quality service experience that generates creative leads. Answers predominantly routine inquiries, resolves problems that may require deviation from standard operating procedures, and promotes new products/services to expand customer relationships.Key Performance IndicatorsFirst Call Resolution %Customer Satisfaction ratingQuality Assurance scoresAverage Handle TimeUtilization (Overall % of the time Colleagues are logged in and being productive)Principal Duties and ResponsibilitiesHandles customer calls/correspondence for service, scheduling, and billing inquiries, turning great service into revenue-generating contactsCultivates and maintains ongoing customer relationshipsGeneral knowledge of the organization, products, and/or servicesExcellent verbal communication skills with the ability to overcome objections and the ability to de-escalate situationsUses a computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshootingCommunicates with branch personnel to resolve service and scheduling issuesHandles incoming calls from technicians to provide support.Candidate SummaryRequired Experience2 years of customer service experience preferredAbility to use a computerBasic knowledge of Microsoft Word, Excel, and WindowsAbility to type 36 wpm preferredRequired Leadership Traits and CharacteristicsGood verbal, written, and interpersonal communication skillsAbility to overcome objections and problem-solveAbility to work in a fast-paced environmentGood problem-solving skillsAbility to work a flexible schedule, including weekends and holidaysMust be dependable and consistently punctual for all scheduled shiftsA private home office/workspace suitable for working remotely during the scheduled shiftBroadband internet (80Mbps download & 20Mbps upload speeds) with the ability to hardwire via an Ethernet cableChild / dependent care is necessary during the hours of the scheduled shiftFormal Education, Qualifications, or TrainingHigh school diploma or GEDWhy Choose Us?A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives. Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria. Click here to read more about our Total Rewards Program which includes:Multiple avenues to grow your careerTraining and development programs availableTuition Reimbursement benefits (for FT Colleagues)Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more401(k) retirement plan with company-matching contributionsVacation days & sick daysCompany-paid holidays & floating holidaysA company mindset that prioritizes health, safety, and flexibilityWe are looking for individuals who want to make a difference where our customers live and work. Is that you?This company is a Drug Free workplace.Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.California residents click here to review your privacy rights.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.By applying to this job, you agree to receive initial texts from systems used on behalf of Rentokil North America, Inc., possibly including Workday, Loop, and HireVue. These systems utilize text messages to communicate with you throughout the application, interview, and pre-hire processes. You can set your communication preferences or opt out of text messages from each system at any time following the initial message. Message and data rates may apply.