About the position
The Customer Service Representative position at Terminix is a full-time remote role that plays a crucial part in delivering exceptional service to customers. This position is responsible for managing inbound and outbound communications through various channels to address customer needs and foster relationships. The representative will provide a high-quality service experience that not only resolves customer inquiries but also generates leads and direct selling opportunities. The role involves answering routine inquiries, resolving issues that may require deviation from standard procedures, and promoting new products and services to enhance customer relationships. Key performance indicators for this role include First Call Resolution percentage, Customer Satisfaction ratings, Sales Revenue generated per call, Quality Assurance scores, and Average Handle Time. The representative will be expected to handle customer calls and correspondence related to service, scheduling, and billing inquiries, transforming excellent service into revenue-generating opportunities. They will also be responsible for identifying customer needs, offering products to close sales, and maintaining ongoing customer relationships. The role requires excellent verbal communication skills, the ability to overcome objections, and the capability to de-escalate situations. The representative will utilize a computerized system to track customer interactions and troubleshoot issues, while also communicating with branch personnel to resolve service and scheduling problems. Outbound customer service calls for various campaigns and support for incoming calls from technicians are also part of the responsibilities.
Responsibilities
- Handles customer calls/correspondence for service, scheduling, and billing inquiries turning great service into revenue generating contacts
- Offers Home Inspection leads to all customers that qualify
- Identifies the needs of current and new customers and offers products to close sales and generate revenue and commissions
- Cultivates and maintains ongoing customer relationships
- Demonstrates general knowledge of the organization, products, and/or services
- Utilizes excellent verbal communication skills to overcome objections and de-escalate situations
- Uses computerized systems for identifying customer needs, tracking contacts, information gathering, and troubleshooting
- Communicates with branch personnel to resolve service and scheduling issues
- Initiates outbound customer service calls for various campaigns
- Handles incoming calls from technicians to provide support.
Requirements
- 1-2 years of customer service experience preferred
- 1-2 years of phone sales experience preferred
- Ability to use a computer
- Basic knowledge of Microsoft Word, Excel, and Windows
- Ability to type 25 wpm preferred
- Good verbal, written, and interpersonal communication skills
- Ability to overcome objections and problem solve
- Ability to work in a fast-paced environment
- Good problem-solving skills
- Ability to work flexible schedule, including weekends and holidays
- Dependable and consistently punctual for all scheduled shifts
- A private home office/workspace suitable for working remotely during scheduled shift
- Broadband internet (25Mbps download & 5Mbps upload speeds) with ability to hardwire via an Ethernet cable
- Child/dependent care as necessary during the hours of scheduled shift
- High school diploma or GED
Benefits
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Tuition reimbursement
- Vision insurance
- 401(k) matching
- Life insurance
