Customer Service Representative; Remote

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

The Customer Service Representative is responsible for delivering a high-quality customer experience by handling inbound customer interactions related to general service inquiries, billing, account management, and issue resolution. This role focuses on understanding customer needs, providing accurate and timely solutions, and promoting customer satisfaction and retention.

Representatives are expected to demonstrate ownership of customer concerns, effectively navigate systems and processes, and resolve inquiries efficiently while adhering to established policies and procedures. Additionally, representatives identify opportunities to offer Whole Home Inspections to help customers address potential pest concerns and maximize the value of our services.

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Responsibilities and essential job functions include, but are not limited to, the following:

• Handle inbound customer inquiries related to service, scheduling, billing, account management, and general customer support.
• Deliver a high-quality customer experience by actively listening, identifying customer needs, and providing accurate, timely, and effective resolutions.
• Demonstrate ownership of customer concerns, with a focus on first-contact resolution, customer satisfaction, and retention.
• Identify opportunities to upsell relevant products and services based on customer needs, using a consultative approach to communicate value.
• Proactively offer and schedule Whole Home Inspections for qualifying customers to identify potential pest concerns and additional service opportunities.
• Build and maintain positive customer relationships through professional communication, empathy, and effective problem-solving.
• Utilize customer relationship management systems and other technology platforms to access account information, document interactions, troubleshoot issues, and process customer requests.
• Collaborate with branch personnel and internal support teams to resolve service, scheduling, and account-related concerns.
• Adhere to established policies, procedures, quality standards, and performance expectations while ensuring accurate documentation and efficient call handling.

• High school diploma or GED

• General knowledge of company products, services, and customer service processes, with the ability to learn and apply new information effectively.
• Strong verbal, written, and interpersonal communication skills, with an emphasis on active listening, empathy, and professionalism.
• Ability to identify customer needs, resolve concerns, overcome objections, and recommend appropriate products and services through a consultative approach.
• Strong problem-solving and critical-thinking skills, with the ability to take ownership of customer inquiries and drive effective resolutions.
• Ability to work efficiently in a fast-paced, high-volume contact center environment while maintaining accuracy and delivering a positive customer experience.
• Ability to navigate multiple computer systems and applications simultaneously while documenting customer interactions accurately.
• Demonstrated commitment to achieving performance expectations, including customer satisfaction, first-contact resolution, quality, productivity, and sales-related goals.
• Ability to adapt to changing business needs, processes, technology, and customer expectations.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs.
• Dependable and consistently punctual, with the ability to maintain reliable attendance and adhere to assigned work schedules.
• For remote positions, a private, dedicated workspace suitable for handling customer interactions professionally and securely.
• Reliable broadband internet connection with minimum speeds of 25 Mbps…