Responsible for supervising and coaching a team of associates in providing quality service for inbound and/or outbound telephone calls. Creates and maintains company monitoring standards for call center/customer service representatives. Conducts analysis of monitoring results and provides feedback and recommendations to call center/customer service quality assurance manager.
Monitor activities of associates as needed to insure maximum efficiency of the department
Ensures that all policies and procedures are adhered to and call standards are met
Reviews progress of quality assurance calls; monitors feedback and escalations
Handles and resolves customer complaints and issues
Ensure adherence to work schedule
Provides coaching and call support to associates
Education and Experience Requirements
High School Diploma or general education degree (GED); or one to two years of related experience and/or training; or equivalent combination of education and experience.
Knowledge, Skills, and Abilities
Oral and Written Communication Skills
Ability to prioritize multiple tasks
Customer Service Skills
Team Development 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.