Customer Service Representative (Remote)

Terminix International; Nashville (TN); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Benefits start day 1

Total Rewards program

Tuition reimbursement

Health benefits

401(k)

Job summary

Terminix International is seeking a customer service professional to handle inbound and outbound contacts via an omnichannel approach. You will resolve routine inquiries, promote products/services, and cultivate customer relationships while driving lead generation and sales opportunities.

The role emphasizes high-quality service, problem solving, and the ability to de-escalate when needed while meeting KPIs such as first call resolution and customer satisfaction.

Qualifications

• 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.

Responsibilities

• 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.
• Identify the needs of current and new customers and offer products to close sells 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 ability to overcome objections and de-escalate situations.
• Uses computerized system 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.

Skills

Customer service

Phone sales

Computer literacy

MS Word

MS Excel

Typing 25 wpm

Windows knowledge

Education

High school diploma or GED

Tools

MS Word

MS Excel

Windows

Job description

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!

For more information about our benefits, see below!

We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."

Job Description

This position is responsible for inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. Provide a high-quality service experience that generates creative lead and direct selling opportunities. Answers predominately routine inquiries, resolves problems that may require deviation from standard operating procedures, and promotes new products/services to expand customer relationships.

Key Performance Indicators

• First Call Resolution %
• Customer Satisfaction rating
• Sales Revenue ($ sold per call, CTV lead rate)
• Quality Assurance scores
• Average Handle Time
• Utilization (Overall % of the time Colleagues are logged in and being productive)

Principal Duties and 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:

• 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
• Identify the needs of current and new customers and offer products to close sells 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 ability to overcome objections and ability to de-escalate situations
• Uses computerized system 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

Required Experience

• 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

Required Leadership Traits and Characteristics

• 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

Formal Education, Qualifications or Training

• High school diploma or GED

Why Choose Us?

A career with the Rentokil family of companies 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. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

Click here to read more about our Total Rewards Program which includes:

Professional and Personal Growth

• Multiple avenues to grow your career
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)

Health and Wellness

• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
• 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
• A company mindset that prioritizes health, safety, and flexibility

We are looking for individuals who want to make a difference where our customers live and work. Is that you?

This company is a Drug Free workplace.

Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.

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It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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