Customer Service Liaison

6 days ago

Burnaby, British Columbia, Canada Rentokil Initial Full time
About the Role:
Rentokil-Terminix Canada is a leading provider of pest control services to property management sectors. With its foundation, it has been an industry pioneer in pest control solutions. Our certified specialists utilize innovative technologies to protect millions of homes and businesses across Canada.

We are seeking a highly skilled Customer Care Agent who will serve as a liaison between our clients and internal teams. The ideal candidate will provide product/service information, answer questions, and resolve issues for our customers. This role involves interacting with clients to attract potential business by answering product and service queries and suggesting alternative solutions. To succeed in this position, the incumbent must be an excellent communicator, possess strong verbal and written communication skills, and have a customer-focused attitude.

This is an in-office position based out of our Burnaby office. In cases where provincial restrictions due to the pandemic arise, you will be required to provide your own high-speed internet and workspace at home for the duration that your work is remote. However, the expectation is that all teammates report into the office on a regular basis.

The key responsibilities of this role include:
  • Maintaining strong customer relationships by handling questions and concerns with speed and professionalism.
  • Receiving and placing customer service telephone calls, completing web forms, and responding to emails.
  • Entering and processing orders for new and existing customers.
  • Investigating issues and resolving customer complaints.
  • Updating and managing customer databases.
  • Actively promoting Terminix products and services.
  • Monitoring the route and status of field technicians to coordinate and prioritize their schedule.
  • Relaying work orders, messages, and information to and from technicians and field management.
  • Constantly improving results by adhering to a philosophy of service excellence and following business processes.
  • Providing an outstanding customer experience to all customers.
  • Available to work as required based on customer needs.

Requirements:
  • Persuasive communication skills and lots of personality.
  • Sales-oriented, able to identify sales opportunities within a service environment.
  • Energetic, positive, and self-motivated.
  • Naturally empathetic, with the ability to build a strong rapport.
  • Excellent communication skills – both verbal and written.
  • Professional demeanor, stellar phone etiquette.
  • Able to perform successfully in a high-paced, results-oriented environment.
  • Ability to build relationships and communicate with a broad range of people.
  • Well-organized, energetic, and reliable.
  • Ability to work independently in a busy environment.
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
  • At least one year’s experience in a Call Centre role answering phone calls and emails.
  • Proficient with Microsoft Office, Outlook, and other applicable computer programs.
  • Bilingual English/French an asset.
  • High school diploma – College preferred.
  • Will have to undergo a criminal background check.
  • Will be required to wear a headset, input data, and sit for long periods of time.

Estimated Salary: $50,000 - $60,000 per annum
Benefits:
  • You are paid during your training.
  • Great benefits - Medical, Dental, and Vision.
  • Employer-matched RRSP program up to 3.5% of your base salary per year.
  • Paid sick and vacation days.
  • Short and long-term disability.
  • Life Insurance.
  • Competitive compensation.
  • ON DEMAND PAY: Have access to your paycheque as soon as it is earned.

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