Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period! 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." Job Summary Responsible for leading and coaching a team of associates in providing quality service for inbound and/or outbound contacts with customers and field operations. Responsible for the day-to-day operations of the team, including adhering to company procedures, policies, and supporting the delivery of the Customer Care strategy. Responsible for the growth and development of direct reports to maximize performance and meet contact center KPIs. Key Performance Indicators First call resolution Reliability (adherence) Quality Productivity (utilization, average handle time, etc.) Customer Satisfaction (internal and external) Sales Revenue Collections Principal Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following: Providing effective feedback, coaching, training, professional development, and corrective action Lead work-flow distribution and floor management Communicate with customers and field operations via phone, email, text, chat, etc. Respond with a sense of urgency to Service Levels and maintain world class customer service Recruit by interviewing and making effective hiring recommendations Develop and implement process improvements Effectively manage change to ensure departmental objectives are met Administer performance management by diagnosing improvement opportunities Maintain effective working relationships with Quality, Training, and Workforce Management teams Provide suggestions to optimize procedures and keep staff motivated Ensure adherence to policies for attendance, adherence, and established procedures Keep management informed on issues and problems Monitor activities of team to ensure maximum efficiency of the operation Facilitate and participate in team and leadership meetings Work on projects as needed Handle and resolve customer complaints and issues CANDIDATE SUMMARY Required Experience 2 years of progressive, hands-on customer support center experience Ability to communicate effectively at all levels within an organization Ability to influence and persuade others in the process of change management Conflict resolution and negotiation skills Analytical skills and attention to detail Strong knowledge of office applications including Google Suite is preferred. Required Leadership Traits and Characteristics Strong commercial abilities with an attestable customer service focus. Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends. Excellent organisational and leadership skills with the ability to operate effectively both strategically and operationally as required. Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required. Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details. Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders. Formal Education, Qualifications or Training High School Diploma Why Choose Rentokil ? A career with Rentokil 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 Rentokil has 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: Professional and Personal Growth Multiple avenues to grow your career Rentokil Terminix is a Drug Free workplace Training and development programs available Tuition Reimbursement benefits (for FT Colleagues) Health and Wellness Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1 Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more 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 We are looking for individuals who want to make a difference where our customers live and work. Is that you? Our companies are proud to be Affirmative Action (AA) and Equal Opportunity Employers (EOE) inclusive of veterans and those with disabilities. California residents click here to review your privacy rights. By applying to this position, you consent to receive an initial text message to collect your communication preferences. Message and data rates may apply. You can opt-out any time. No problem! Click "Get Started" to receive alerts about opportunities that match your skills and interests. SOLitude Lake Management – a proud member of the Rentokil family of companies - provides aquatic management services to lakes, ponds, reservoirs, and wetlands. SOLitude offers a wide variety of services including fishery programs, algae and aquatic weed control, mechanical harvesting/hydro-raking, installation/maintenance of fountains and aeration systems, and water quality testing.