Customer Service Team Lead
Are you passionate about customer service? Looking to build your career in an exciting industry and a growing world class organization? Come see why so many of our team members recommend us to their friends!
Who are we?
Batzner, a brand of Rentokil, is the largest pest control company in the world, and we are the third largest pest control company in North America. While we are big, we pride ourselves on our family atmosphere where we take mentoring and promoting from within seriously.
What do our Customer Service Team Leads do?
This position will work hands-on with the Customer Service Manager to help support and achieve the organization's goals. The Customer Service Team Lead will provide subject matter expertise to the team. The Customer Service Team Lead will assist the Customer Service Manager with improving team performance, developing and mentoring team.
Our team helps to support an active call center with 12 representatives. In a growing business, we continue to hold our team to high standards of customer service excellence and this role plays an exciting role in helping to motivate and coach our team.
Provide new employees with onboarding and training
Assist Customer Service Manager with day-to-day supervision to support team
Create training topics and coordinate training for team
Answer questions from team and provide guidance and feedback
Manage monthly team schedule
Provide feedback to team during coaching sessions for improvement
Assist Manager with quality assurance program
Manage change effectively to ensure department objectives are met.
Improve work procedures and processes to achieve company objectives
Handle escalated calls and follow through to customer resolution
Assist team with phone and email coverage and provide excellent service
Back-up for scheduling and email lead rotation
Maintain world class customer service
Sell the value of our services to customers and employees
Open or close office with team and assist with team coverage
Other duties as assigned
What do we offer?
World class training of the latest industry best practices
Great benefits - Medical, Dental, and Vision, Employer-matched 401(k)
Paid vacation, holidays, and PTO days
Short and long-term disability
What do you need?
High school diploma or GED
Must have 3+ years of customer service or inside sales experience
1+ years of leadership experience preferred or progressive task responsibility
Experience with customer resolution and customer service background
Use active listening skills and empathy when interacting with others
Apply excellent interpersonal skills
Possess service orientation with desire to make a positive impact on all customers and colleagues
Ability to communicate with customers and colleagues in a professional manner
Communicate effectively both in writing and orally
Ability to multitask in a fast-paced environment
Possess exceptional organizational skills
Strong commitment to outstanding customer service
Previous new hire training experience desired
Availability to work various shifts
We are looking for individuals who want to make a difference where our customers live and work. Is that you?
Additional InformationWe are Proudly an Equal Opportunity Employer!EOE AA M/F/Vet/Disability Link to Federal employment poster:http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf Pay Transparency Nondiscrimination Provisionhttps://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf