Assists customer center management; provides customer center associates with escalation assistance, side-by-side coaching, & ongoing training and development. Cultivates and maintains on-going functional partnerships and client relationships. Co-facilitates new hire training. Participates in recruiting activities and conducts candidate interviews. Facilitates center recognition programs and activities.
Responsibilities 1. Performs side-by-side listening of associate calls 2. Provides real-time associate coaching and development 3. Assists with escalation calls 4. Participates in recruiting activities 5. Conducts candidate interviews 6. Co-facilitates new hire and recurrent training 7. Facilitates recognition programs & organizes center activities 8. Cultivates and maintains functional relationships including Training and Recruiting 9. Assists in ensuring maximum sensitivity, proper routing and responsiveness to customer requirements 10. Maintains level of knowledge and understanding of features of service, operating systems, marketing promos and special offers
Education and Experience Requirements * High School Diploma or general education degree (GED); with one to two years directly related customer center experience; or equivalent combination of education and experience required. * Associates degree; with three to five years directly related customer center experience, or equivalent combination of education and experience preferred
Knowledge, Skills, and Abilities * Proven ability to meet customer center objectives and performance goals. * Strong verbal and written communication skills to effectively prepare and present information. * Quality interpersonal skills for successful interactions with associates, trainers, clients, and management. * Working knowledge of sales, service, and retention strategies * Ability to efficiently manage time such that assignments, goals, and objectives are met. * Aptitude for front line supervisory positions and operations management. * Ability to take responsibility for decisions and actions. * Ability to lead and motivate others * Basic knowledge of Microsoft Word, Excel and Windows and customer center systems * Problem-solving skills * Ability to work in a stressful, face-paced environment
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.