Customer Experience Representative

7 months ago

St John's, Canada Rentokil Initial Full time

About Rentokil-Terminix: Rentokil-Terminix Canada is one of the largest pest control providers to the property management sector. Since its founding, it has been an industry leader in pest control. Our certified technicians use innovative technologies to protect millions of homes and businesses throughout Canada.

This role supports our commercial and residential customers while providing World Class customer service.  They work directly with and support our Branch Managers, Technicians and other members of the Support Services team to ensure customer satisfaction is met in all areas.  Setting up new contracts and jobs, providing client portal support, distributing invoices with supporting documentation and following up on any client questions and/or concerns as it relates to invoicing or account changes.  They are the support for both our internal and external customers so it is imperative that they possess excellent customer service skills, are able to manage self, troubleshoot independently and maintain positive relationships.

Address: 24 Mews Pl, St. John's NL A1B 4G3

Duration: 6-months contract

Responsibilities:

  • Handles both residential and commercial customer calls/correspondence for service, scheduling, bill payments and billing inquiries turning great service into revenue generating contacts
  • Offers creative Home Inspection leads to all customers that qualify
  • Identify the needs of current and new customers and offer products to close sales and generate revenue and commissions
  • One call resolution; using all available resources to resolve customers issues
  • Cultivates and maintains on-going customer relationships
  • General knowledge of the organization, products, and /or services
  • Excellent verbal communication skills with ability to overcome objections and ability to de-escalate situations
  • Uses computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting
  • Initiates outbound customer service calls for various campaigns
  • Return after hours calls, respond to messages from answering service
  • Respond to and follow up on Webform inquiries
  • Additional duties as assigned

Requirements

  • 2+ years of Admin experience in a fast-paced professional environment
  • Demonstrated proficiency with Microsoft Word, Excel and Power-Point 
  • Have knowledge of Google Suite. Ex. Google Docs, Drives, Gmail, Calendars
  • Able to learn and use multiple computer systems
  • Knowledge of Vendor Portals is an asset
  • Excellent proof-reading abilities 
  • Strong analytical skills and attention to detail
  • Able to multitask in a fast-paced environment
  • Prioritize work without direct supervision
  • Strong communication (verbal and written)
  • Able to exercise tact and diplomacy when dealing with others 
  • Strong work ethic, punctual and maintain a professional demeanor

Education:

  • High School Diploma required
  • Preferred: College Diploma or University Degree in a business, administrative and/or accounting field or equivalent experience

Benefits

Why Choose Rentokil-Terminix? 

A career with Rentokil-Terminix 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. You will receive some great benefits (if eligible) during your tenure with us:

  •  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
  • Ability to make commission bonus’s (after 3-month probation)
  • Competitive compensation

Rentokil-Terminix is an equal opportunity employer. If you require any accommodations at any point during the interview process, please get in touch with our HR Department.

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