Customer Service Team Lead - Rentokil

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POST DATE 9/16/2016
END DATE 10/17/2016

Western Anaheim, PA

Anaheim, PA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


Job Description Template:

Job Details


Customer Service-Team Lead

Work Level/Grade:

Reports to:

Customer Service-Supervisor


Non Exempt

Created Date:

September 2016

Purpose of Position

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 Team Lead line and assist the Supervisor's 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. Responsibilities include but are not limited to the following:

* Mentor, coach, and develop Customer Service Specialists and new hires

* Work the Team Lead 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

* Suggest process improvements

* Assist with training

* Effectively manage change to ensure departmental objectives are met

* Respond to customer complaints

* Answer agents questions via Team Lead line, email, and chat

* Respond to escalated accounts received via email

* Conduct side by sides to improve agent performance

* Maintain world class customer service

* Answer questions from staff by providing guidance and feedback

* Provide suggestions to optimize procedures and keep staff motivated

* Keep management informed on issues and problems

* 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

* Assist with other office duties assigned

Primary of Key Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

* 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

* Strong verbal and written communication skills

* Effective public presentation skills

* Diligent Time Management

* Process and detail oriented


Degree/Diploma Obtained

Program of Study


High School Diploma or GED


Years of Experience

Type of Experience


One (1)


* Must be in customer service position within JcEhrlich for a minimum of six (6) months and not be on any disciplinary action within the last three (3) months.

* 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 excel and MS Word

* Exceptional organizational skills

* Self-motivator and self-starter

Working Conditions

This is an office position that requires 40 hours a week. Must be available to work between the hours of 7:00am-9:00pm Monday-Friday during the weekdays, overtime hours required based on business needs. Saturday shifts required and Holiday hours may be required. Travel may be required

Be the first contact to help resolve customers pest concerns. Our Customer Service Representatives are courteous, knowledgeable and empathetic to the callers anxieties over pests in their homes and businesses. They enjoy making a customer feel confident that their concerns will be handled promptly and professionally.

We prefer to hire representatives with at least 3-5 years of telephone customer service experience and provide a full training program with a clear and achievable Career Advancement path.

We expect our Customer Service Representatives to:

* Maintain good customer relations both on the phone and in person

* Gather information from customers to help identify and solve problems

* Confirm, schedule and re-schedule services for the customer

* Set sales appointments for new customers

* Answer billing questions

* Complete general clerical duties as assigned

* Work as a team with Service and Sales

* Sell the value of our services and suggest upgrades to service

* Smile while talking on the phone

Successful Customer Service Representatives will:

* Have excellent listening and communication skills

* Have a pleasant phone voice and ability to clearly speak and be understood on the phone

* Demonstrate mulit-task skills to enter accurate data and type while speaking with customers

* Remain calm and able to work under pressure when busy and help other team members

* Self manage daily tasks and workload

* Show a high level of personal organizational skills

* Balance customer demands with Service and Sales team requests

We are Proudly an Equal Opportunity Employer!

EOE AA M/F/Vet/Disability

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