What are the responsibilities and job description for the Remote OCCC Customer Service Supervisor - Retention position at Orkin?
Are you self-motivated? Do you enjoy helping people? Can you work in a fast-paced environment? If you possess these qualities, you will fit right in line with our team!
We are seeking a talented Customer Service Supervisor - Retention for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.
With our training program, you will receive all the tools you need to succeed. Plus, if there is one thing, we know at Orkin, it’s that pests keep coming back, and that makes our industry recession resistant.
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Responsibilities:
At Orkin, our purpose is to help protect the world where we live, work and play. Our Customer Service Supervisors help us deliver on this purpose by supporting our customers and field locations at our FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service and termite billing/claims teams.
Customer Service Supervisors - Retention will work to implement and manage performance targets and goals by optimizing training and the caller’s in-call experience to enhance a “best in class” call center customer service team. The supervisor role is key to our success and we reward our Leaders with a competitive compensation package along with comprehensive benefits.
If you are highly motivated and enjoy leading others in a fast-paced environment, then you will want to be a part of the Rollins Winning Tradition. You will soon find out that we are much more than bugs!
The successful Customer Service Supervisor - Retention will possess the following abilities and will be responsible for:
- Analyze team’s scheduling inspection performance for bedbug and termite services, outbound termite renewal team’s collection efforts and the retention team’s offers to retain customers.
- Develop performance improvement/action plans to address performance gaps or deficiencies.
- Ensure each department’s results (Customer Service, Termite Renewal and Retention) meet critical performance metrics such as adherence.
- Maintain a thorough knowledge of all company and departmental policies, practices, procedures, programs, and services to act as a resource for employees to answer routine and complex inquiries
- Collaborate with Workforce Management team, our field partners, and marketing team to make sure enough staffing is in place to properly answer call volume.
- Onboard customer service new hires to include assignment and confirmation of training, assignment of work buddy, and ensure acclimation to the team to be successful teleworkers.
- Achieve call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees, communicating job expectations, monitoring, appraising, and reviewing job contributions
- Support the continued growth of the Customer Service department through continuous process improvement initiatives
- Maintain a work environment that fosters a satisfied and engaged workforce that achieves the budgeted performance plan
- Recognize excellent performance and behaviors at every opportunity to motivate call center agents to achieve their performance goals
- Handle and interact/engage in TEAMS chat
We Offer:
- A Competitive Compensation package
- Comprehensive benefits package including medical, dental, vision & life Insurance
- 401(k) plan with company match, employee stock purchase plan
- Paid vacation, holidays, and sick time
- Employee discounts, tuition reimbursement, dependent scholarship awards
- Inclusive training programs as the industry leader
Why Orkin?
- Founded in 1901, Orkin is a global residential and business service provider who provides the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers
- As the industry leader, we value PEOPLE, PROGRESS and PROFESSIONALISM
- The Pest Management Industry is growing – and is a recession resistant line of business
- Orkin is financially stable and growing as the largest subsidiary of Rollins, Inc.,(NYSE: ROL), headquartered in Atlanta, GA
- Orkin’s National Contact Center is high energy, fun and collaborative work environment with a high performing inbound lead generation strategy
Are you ready to write your ORKIN CAREER STORY?
Qualifications:What’s required
- High School/GED
- At least 2-4 years of supervisory/management level experience with supervising employees in a sales call center environment
- At least 2-4 years of experience leading a remote team
- We will consider all qualified candidates for employment in a manner consistent with the requirements of applicable federal, state and local law
Work from home requirements
- Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
- A workspace with adequate furnishings (e.g., a desk and chair) and lighting
- Minimum of 20 mbps upload/50 mbps download or higher, high speed internet connection with the ability to hard wire directly to a modem
What you’ll need
- Excellent interpersonal and communication skills
- Demonstrated ability to prioritize tasks and manage time efficiently
- Proficient in Microsoft Office
- Comfortable working in a high-volume role
- Basic computer skills in various software and web-based applications
- We encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferences
Orkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer