Manages all activities associated with inbound/outbound Call Center operations, including developing and implementing policies and procedures on systems and the flow of information. Establishes and implements performance/service standards. Ensures productivity meets or exceeds service and quality standards. Establishes and maintains industry relations.
Responsibilities 1. Develops audit and quality assurance programs and strategies to ensure efficiencies, quality of service and customer retention 2. Monitors and ensures staffing and productivity levels as well as compliance with policies and procedures to ensure efficiency and professionalism 3. Tracks and maintains accurate performance records of Customer Service Representatives 4. Trains and develops Customer Service Representatives to increase effectiveness, quality of service and customer retention
Education and Experience Requirements * Bachelor's degree required * 5+ years of customer service operations experience with 1-2 years of supervisory experience required, or an equivalent combination of education and experience
Knowledge, Skills, and Abilities * Supervisory management skills * Team development skills * Oral and written communication skills * Organizational and project management skills * Analytical skills * Time management skills
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability
At Terminix®, our people bring tremendous pride and integrity to everything we do. In turn, we provide a working environment where these skilled professionals can achieve true satisfaction in their own lives.
We are proud to offer our exceptional associates competitive compensation, comprehensive benefits and outstanding opportunities for professional development. If you're committed to providi...ng the highest level of customer service, we have an ideal opportunity for you. In this position, you will apply company product to customers’ structures according to schedule and as needed based on service requests.
At Terminix, people come for a job and stay for a career. As a Terminix associate, you’ll enjoy excellent compensation and benefits as well as the opportunity for the professional growth and respect that comes from working for an industry leader. Qualified candidates must have a high school diploma or general education degree (GED). We perform criminal background checks, motor vehicle record checks and drug screening.