Experienced Customer Service Representative (Hybrid) – Omnichannel Support and Sales

Are you a customer service enthusiast with a passion for delivering exceptional experiences and driving revenue growth? Do you thrive in fast-paced environments and enjoy building long-lasting relationships with customers? If so, we invite you to join blithequark, a global leader in Pest Control and other services, as an Experienced Customer Service Representative (Hybrid) – Omnichannel Support and Sales.

About blithequark

As a proud member of the Rentokil family of companies, blithequark operates in over 90 countries, serving consumer and business customers across multiple industries. Our mission is to "protect people, enhance lives, and preserve the planet," and we're committed to delivering exceptional service experiences that generate creative lead and direct selling opportunities. With a legacy of excellence and a passion for innovation, we're constantly working to fulfill our mission and make a positive impact on our customers' lives.

Job Summary

As an Experienced Customer Service Representative (Hybrid) – Omnichannel Support and Sales, you'll be responsible for handling inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. You'll provide a high-quality service experience that generates creative lead and direct selling opportunities, answering predominately routine inquiries, resolving problems that may require deviation from standard operating procedures, and promoting new products/services to expand customer relationships.

Key Performance Indicators

To measure your success, you'll be evaluated on the following Key Performance Indicators (KPIs):

• First Call Resolution %: The percentage of customer issues resolved on the first contact.
• Customer Satisfaction rating: The level of satisfaction expressed by customers regarding the service experience.
• Sales Revenue ($ sold per call, CTV lead rate): The revenue generated from sales and the number of leads converted into customers.
• Quality Assurance scores: The quality of service delivered, as measured by internal quality assurance processes.
• Average Handle Time: The average time spent handling customer contacts.
• Utilization (Overall % of the time Colleagues are logged in and being productive): The percentage of time spent on productive activities.

Principal Duties and Responsibilities

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Handles customer calls/correspondence for service, scheduling, and billing inquiries, turning great service into revenue-generating contacts.
• Offers Home Inspection leads to all customers that qualify.
• Identifies the needs of current and new customers and offers products to close sales and generate revenue and commissions.
• Cultivates and maintains on-going customer relationships.
• General knowledge of the organization, products, and/or services.
• Excellent verbal communication skills with the ability to overcome objections and de-escalate situations.
• Uses computerized systems for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting.
• Communicates with branch personnel to resolve service and scheduling issues.
• Initiates outbound customer service calls for various campaigns.
• Handles incoming calls from technicians to provide support.

Candidate Summary

We're looking for a highly motivated and customer-focused individual with:

• 1-2 years of customer service experience preferred.
• 1-2 years of phone sales experience preferred.
• Ability to use a computer.
• Basic knowledge of Microsoft Word, Excel, and Windows.
• Ability to type 25 wpm preferred.
• Good verbal, written, and interpersonal communication skills.
• Ability to overcome objections and problem-solve.
• Ability to work in a fast-paced environment.
• Good problem-solving skills.
• Ability to work flexible schedule, including weekends and holidays.
• Must be dependable and consistently punctual for all scheduled shifts.
• A private home office/workspace suitable for working remotely during scheduled shift.
• Broadband internet (25Mbps download & 5Mbps upload speeds) with ability to hardwire via an Ethernet cable.
• Child/dependent care as necessary during the hours of scheduled shift.

Why Choose blithequark?

A career with blithequark can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives. Below, you'll find information about some of what we have to offer:

• Professional and Personal Growth: Multiple avenues to grow your career, training and development programs available, and tuition reimbursement benefits (for FT Colleagues).
• Health and Wellness: Health benefits including Medical, Dental, Vision, Disability, and Life Insurance, plus much more.
• Savings and Retirement: 401(k) retirement plan with company-matching contributions.
• Work-Life Balance: Vacation days & sick days, company-paid holidays & floating holidays, and a company mindset that prioritizes health, safety, and flexibility.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service experiences, we invite you to apply for this exciting opportunity. Please click on the link below to register as a candidate and submit your application. Apply Job!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. Apply for this job