Customer Service Team Lead

Customer Service Team Lead

CAROUSEL PARAGRAPH

• Locust Grove, Georgia
• Customer Service / Support
• 30207

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Job Description

Customer Service Team Lead

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

Rentokil is a family of companies in North America. We pride ourselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality.

We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our service.

The Customer Service Team Lead serves as the Team Lead and subject matter expert for the Customer Service Center. Primary responsibility is to provide support on our Help and Escalation Lines, as well as assist the Supervisors with day to day activities.

The Customer Service Team Lead will assist the Supervisor with improving team performance, developing and mentoring the Customer Service Specialists as well as running the team when the Supervisor is not present.

Responsibilities include but are not limited to the following :

Responsibilities include, but are not limited to the following :

• Mentor, coach, and develop Customer Service Specialists and new hires
• Answer Help and Escalation line
• Leads by example and assumes responsibilities when assigned tasks
• Sets high standards & follows established policies and procedures
• Communicate with customers via phone and email
• Respond with a sense of urgency to Service Levels
• Assist with training
• Effectively manage change to ensure departmental objectives are met
• Respond to customer complaints via phone and email
• Answer questions by providing guidance and feedback via phone, email, and chat
• Conduct side by sides to improve agent performance
• Maintain world class customer service
• Provide suggestions to optimize procedures and keep staff motivated
• Keep management informed on issues and concerns
• Facilitate and participate in team and leadership meetings
• Gather information from customers to help identify and solve problems
• Sell the value of our service to our customers and employees
• Develop and facilitate training and workshops
• Assist Hiring Manager and Supervisor during CSR interviews
• Assist with other office duties assigned
• High School Diploma or GED - required
• Have excellent written and verbal communication
• Strong familiarity with call center
• Previous leadership experience a plus
• Ability to multi-task in a fast paced environment
• Basic knowledge of sheets, slides and docs from google
• Exceptional organizational skills
• Self-motivator and self-starter
• Proven job knowledge by meeting performance expectations
• Experience in customer service is essential
• Team player
• Ability to coach and mentor
• A results oriented approach
• Excellent organizational and leadership skills
• Demonstrate leadership at all levels
• Maintain a positive, professional, and upbeat attitude

Ability to work under pressure

• Working knowledge of MS Office and Google Docs
• Effective public presentation skills
• Diligent time management
• Process and detail oriented
• Maintain confidentiality
• Successfully meet pre-employment background screen and drug test standards

A career with Rentokil is exactly that - a professional trajectory filled with opportunity. We pride ourselves on being a world class team that rewards high performance.

We offer competitive pay on a bi-weekly pay schedule and many of our roles offer incentives based on performance and providing exceptional customer experience.

Below you'll find information about some of what Rentokil North America has to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits when they meet certain criteria.

• Professional and Personal Growth :
• Robust Paid Training & Professional Development Path
• Opportunity to grow - We love to promote from within!
• Fantastic Tuition Reimbursement benefits & Scholarship Programs (for FT Colleagues)
• Wellness :
• Excellent Health benefits including Medical, Dental, Vision, and Life Insurance with no waiting period. Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting day 1!
• Access to Flexible Spending Accounts for Healthcare or Dependent Care Expenses
• Outstanding Company-Paid Short Term Disability
• Access to Long-Term Disability Insurance
• Wellness Reimbursement Program
• Employee Assistance Program that offers services such as free counseling services, will preparation, discounts to health clubs, and other benefits
• Company-paid sick time
• Savings & Retirement :
• 401(k) retirement plan with highly-competitive company-matching contributions
• Holiday Savings Club option with company-matching funds
• Employee Discounts (includes many offerings, including cellular / mobile service, health clubs, and more)
• Work-Life Balance :
• Vacation Days & sick days
• Company-Paid Holidays & Floating Holidays

Rentokil North America is a Drug-Free Workplace

Rentokil North America is an equal opportunity employer with a commitment to equality in every aspect of employment. As we expand, we are focused on building a foundation of diverse talent and equality in all areas of our workforce.

All qualified applicants receive equal consideration, regardless of race, gender, sexual orientation, religion, ethnicity, national origin, veteran status, or disability.

Link to Federal employment poster :

• Revised November 2009
• Revised November 2009

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