Team Lead - Customer Experience

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 specialists 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, can manage self, troubleshoot independently and maintain positive relationships.

This is a hybrid role (3 days from office & 2 days at home) based out of our office in Burnaby, BC.

Address: 8620 Commerce Court, Burnaby BC V5A 4N6

Salary: $60,000 - 80,000 annually

This role manages our Customer Experience Representatives (CER’s). They have approximately 6-10 direct reports who they provide support and direction to on a daily basis. They are responsible for managing, coaching, motivating, and developing a team of front-line colleagues who are focused on customer service inquiries, inbound sales and scheduling. The Team Leads also conduct annual PDR’s and goal setting. They are responsible for ensuring that inquiries generated by phone, email, customer portal or web are handled accurately, professionally and in a timely manner. In addition to providing optimal productivity planning while balancing the needs of the customer for emergency or same day work. QA and KPI’s are established to track quality and performance. Team Leads 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.

Responsibilities:

1. Provides leadership, coaching and performance management for the direct reports.
2. Coaches using call monitoring and side by side observations with team members and provides feedback to improve performance.
3. Oversees real time phone management and team member adherence, implements action plans as necessary to meet and exceed operational service objectives.
4. Handling difficult or escalated customer issues, ensuring issues are resolved and effectively communicated in a timely and professional manner.
5. Monitors, reports, and analyzes the call center’s performance (individual, team, department, and company) and makes recommendations to improve performance regarding quality, productivity, customer experience, and company objectives.
6. Drives a customer focused sales culture. Implements sales metrics, coaching, training, and programs to identify and close on potential direct, cross sale and upsell opportunities.
7. Responsible for the oversight of all service technicians schedules and rescheduling based on any type of conflicts.
8. Manages Fresh Desk tickets and ensures that all customer requests are followed up on according to set SLAs.
9. Coordinates with operations management to determine proper staffing levels (people, time-off, scheduling, etc.) in operations to ensure department and company goals are achieved.
10. Develop, implement, and revise as needed.
11. Escalate key business or technical issues to the management team and lead communication across other departments.
12. Detailed tracking of KPI's and SLA's.
13. Hiring, training, motivating, and managing employee performance.
14. Ensuring issues are resolved in a timely manner and that our teams communicate with a unified message and approach, and in a professional manner.
15. Assist with development of the strategic plan/goals for the department through the ongoing evaluation of processes, policies and procedures and subsequently recommending changes when/where appropriate.
16. Collaborating effectively with Team Leads in other regions and ensuring alignment.

Requirements:

1. 2 – 5 years of Inbound Sales and Service Experience.
2. Proven experience with coaching and leading a team through a culture change.
3. Experience with inbound sales techniques, sales programs, and measurements.
4. Well versed in Call Centre Management fundamentals, including performance KPI’s, volume trending and metric interpretation.
5. Highly experienced with customer experience drivers and related performance metrics.
6. Exceptional at people management including coaching direct reports.
7. Outstanding verbal and written skills.
8. Ability to quickly build relationships and establish rapport.
9. Excellent organizational, administrative, and analytical skills.
10. Ability to work under pressure in a high-volume environment.
11. Strong proficiency with MS Office (Outlook, Word, Excel, PowerPoint).
12. Bilingual English/French is an asset.

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 bonuses (after 3-month probation)!
• Competitive compensation

Rentokil-Terminix is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply for positions. Rentokil-Terminix Steritech is committed to provide accommodations to applicants with disabilities throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Please ensure to inform us if you require accommodation during any stage of the recruitment process.