Terminix
Position Overview
Responsible for providing local branch support for intra‑day activities and escalations within the branch to ensure quality customer service experiences and prompt resolution to customer issues. Cultivates and maintains on‑going Customer, Branch, and Contact Center relationships. Collaborates with various field and corporate departments to resolve challenging customer issues.
Job Responsibilities
Provides support for escalated customer issues by ensuring prompt answering of transferred phone calls from the contact centers.
Provides support for technicians needing assistance with shifting appointments and/or making other modifications to customer accounts.
Assists branch leadership with scheduling issues and communicates changes to the customer, including managing intraday schedule changes and pest control new sales.
Proactively resolves Customer Follow‑up Requests submitted from the contact center.
Monitors the Customer Incident Response Tool (CIRT) queue for 5‑Star and NPS survey low scores and addresses each accordingly.
Processes manual tickets approved by the Service Manager.
Reviews and resolves both PC & TC cancel requests.
Posts NPS Surveys.
Job Requirements
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
1‑2 years clerical or customer service experience preferred.
Ability to read and comprehend complex instructions, correspondence, and written instructions.
Excellent verbal, written, and interpersonal skills.
Ability to effectively present information to customers & field workforce.
Familiar with Microsoft Office applications – Word, Excel, PowerPoint, Outlook, SharePoint, Microsoft Teams.
Experience with AS400 software preferred but not required.
Ability to multi‑task.
Ability to type 35 words per minute.
Ability to work in a stressful, fast‑paced environment.
Strong problem‑solving skills.
Ability to overcome objections.
Physical Demands and Working Conditions The physical demands are representative of those that must be met by an employee to perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent Must Be Prepared To
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones, and other office equipment.
Repetitive motions; such as movement of wrists, hands, and fingers while typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction.
Incumbent Is Required To Have
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent Will Be Subject To
Inside working conditions.
Why 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.
Benefits Professional and Personal Growth
Multiple avenues to grow your career.
Training and development programs available.
Tuition Reimbursement benefits (for FT Colleagues).
Health and Wellness
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more.
Full‑time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1.
Savings and Retirement
401(k) retirement plan with company‑matching contributions.
Work‑Life Balance
Vacation days & sick days.
Company‑paid holidays & floating holidays.
A company mindset that prioritizes health, safety, and flexibility.
Additional Information We are looking for individuals who want to make a difference where our customers live and work. 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 may review their privacy rights. The company complies with the Massachusetts law that prohibits requiring or administering a lie detector test as a condition of employment.
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.
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Job Responsibilities
Provides support for escalated customer issues by ensuring prompt answering of transferred phone calls from the contact centers.
Provides support for technicians needing assistance with shifting appointments and/or making other modifications to customer accounts.
Assists branch leadership with scheduling issues and communicates changes to the customer, including managing intraday schedule changes and pest control new sales.
Proactively resolves Customer Follow‑up Requests submitted from the contact center.
Monitors the Customer Incident Response Tool (CIRT) queue for 5‑Star and NPS survey low scores and addresses each accordingly.
Processes manual tickets approved by the Service Manager.
Reviews and resolves both PC & TC cancel requests.
Posts NPS Surveys.
Job Requirements
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
1‑2 years clerical or customer service experience preferred.
Ability to read and comprehend complex instructions, correspondence, and written instructions.
Excellent verbal, written, and interpersonal skills.
Ability to effectively present information to customers & field workforce.
Familiar with Microsoft Office applications – Word, Excel, PowerPoint, Outlook, SharePoint, Microsoft Teams.
Experience with AS400 software preferred but not required.
Ability to multi‑task.
Ability to type 35 words per minute.
Ability to work in a stressful, fast‑paced environment.
Strong problem‑solving skills.
Ability to overcome objections.
Physical Demands and Working Conditions The physical demands are representative of those that must be met by an employee to perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent Must Be Prepared To
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones, and other office equipment.
Repetitive motions; such as movement of wrists, hands, and fingers while typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction.
Incumbent Is Required To Have
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent Will Be Subject To
Inside working conditions.
Why 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.
Benefits Professional and Personal Growth
Multiple avenues to grow your career.
Training and development programs available.
Tuition Reimbursement benefits (for FT Colleagues).
Health and Wellness
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more.
Full‑time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1.
Savings and Retirement
401(k) retirement plan with company‑matching contributions.
Work‑Life Balance
Vacation days & sick days.
Company‑paid holidays & floating holidays.
A company mindset that prioritizes health, safety, and flexibility.
Additional Information We are looking for individuals who want to make a difference where our customers live and work. 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 may review their privacy rights. The company complies with the Massachusetts law that prohibits requiring or administering a lie detector test as a condition of employment.
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.
#J-18808-Ljbffr