Customer Service Supervisor - Remote Opportunity

Do you want to be a part of the Orkin Story? We have a GREAT story to tell and those chapters come from many men and women who had not previously considered the pest management industry.

At Orkin, our purpose is to help protect the world where we live, work and play.

Our Customer Service Supervisors help us deliver on this purpose by supporting our customers and field locations at our full service National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service and termite billing/claims teams.

Customer Service Supervisors will work to implement and manage performance targets and goals by optimizing training and the caller’s in-call experience to enhance a “best in class” call center customer service team. The supervisor role is key to our success and we reward our Leaders with a competitive compensation package along with comprehensive benefits.

If you are highly motivated and enjoy leading others in a fast pace environment, then you will want to be a part of the Rollins Winning Tradition. You will soon find out that we are much more than bugs!

The Opportunity:

The successful Customer Service Supervisor will possess the following abilities and will be responsible for:

• Analyze team’s scheduling inspection performance for bedbug and termite services, outbound termite renewal team’s collection efforts and the retention team’s offers to retain customers.
• Develop performance improvement/action plans to address performance gaps or deficiencies.
• Ensure each department’s results (Customer Service, Termite Renewal and Retention) meet critical performance metrics such as adherence.
• Maintain a thorough knowledge of all company and departmental policies, practices, procedures, programs, and services to act as a resource for employees to answer routine and complex inquiries
• Collaborate with BPOs (business process outsourcing groups), Workforce Management team, our field partners, and marketing team to make sure enough staffing is in place to properly answer call volume.
• Onboard customer service new hires to include assignment and confirmation of training, assignment of work buddy, and ensure acclimation to the team to be successful teleworkers.
• Achieve call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees, communicating job expectations, monitoring, appraising, and reviewing job contributions
• Support the continued growth of the Customer Service department through continuous process improvement initiatives
• Maintain a work environment that fosters a satisfied and engaged workforce that achieves the budgeted performance plan
• Recognize excellent performance and behaviors at every opportunity to motivate call center agents to achieve their performance goals

We Offer:

• A Competitive Compensation package with upward earnings potential
• Comprehensive benefits package including medical, dental, vision & life Insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid vacation, holidays, and sick time
• Employee discounts, tuition reimbursement, dependent scholarship awards
• Inclusive training programs as the industry leader

Why Orkin?

• Founded in 1901, Orkin is a global residential and business service provider who provides the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers
• As the industry leader, we value PEOPLE, PROGRESS and PROFESSIONALISM
• The Pest Management Industry is growing – and is a recession resistant line of business
• Orkin is financially stable and growing as the largest subsidiary of Rollins, Inc., (NYSE: ROL), headquartered in Atlanta, GA
• Orkin’s National Contact Center is high energy, fun and collaborative work environment with a high performing inbound lead generation strategy

Requirements:

We require ability to pass a drug screen and background check.

Additional context: competitive earnings, career, management, military, leadership development, inbound sales, phone sales, cold calling, competitive earnings, customer service specialist, customer service representative, customer service, administrative, supervisor

• 2 - 4 years: Supervisory/management level experience with supervising employees in a customer service or call center environment.

• High School/GED or better

• Bachelors or better

• Results Oriented
• Communication
• Problem Solving Ability
• Customer Service
• Leadership

• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Leader: Inspires teammates to follow them

• Loyal: Shows firm and constant support to a cause

• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Self-Starter: Inspired to perform without outside help
• Goal Completion: Inspired to perform well by the completion of tasks
• Financial: Inspired to perform well by monetary reimbursement

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)