Remote_OCCC Customer Service Manager (Biotech)
Are you self-motivated? Do you enjoy helping people? Can you work in a fast-paced environment? If you possess these qualities, you will fit right in line with our team!
We are seeking a talented Customer Service Manager for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.
You'll join a team backed by more than 120 years of delivering top-notch service, and you'll be a key player in maintaining our reputation as the best in pests.
Want to Join the Best in Pest? Go Pro with Orkin. Apply from your phone in minutes!
Responsibilities
At Orkin, our purpose is to help protect the world where we live, work and play. Our Customer Service Managers will help us deliver on this purpose by supporting our customers and field locations at our FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, national accounts, retention and termite billing/claims teams.
Our Customer Service Manager will lead and support our supervisors in implementing and managing 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 customer service manager will also provide feedback to the organization and identify opportunities to improve business practices and overall operations.
If you are highly motivated and enjoy leading others in a fast-paced 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 successful Customer Service Manager will possess the following abilities and will be responsible for:
People:
- Track Key Performance Indicators of your team weekly, with a focus on results and optimizations.
- Communicate an inspiring vision and sense of core purpose, helping leads, supervisors and team members understand the connection between their work and the end goal.
- Coach and mentor leaders by identifying and providing learning opportunities that are in line with development plans and company goals.
- Assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to consistently drive improvements in team performance through behavioral coaching.
- Analyze, and synthesize relevant data, suggest improvements in our workforce management tools, and techniques to help scale the team while serving as a strong cross-functional leader.
- Develop structured plans to deliver solutions to critical support initiatives to help scale the team effectively.
Business:
- Monitor economic indicators, and industry trends.
- Demonstrates the ability to be flexible, adaptable, and lead their team through change management as needed
- Understands the importance of long-term planning and strategy and is able to connect our business objectives to building, growing and scaling our call center operations
- Advance one's own professional and technical knowledge by attending workshops and other educational trainings, participating in professional societies and industry networks, and reading professional and industry publications.
We Offer:
- A Competitive Compensation package
- 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
Are you ready to write your ORKIN CAREER STORY?
Qualifications
What's required
- High School/GED
- At least 5 years of supervisory/management or leadership experience in a call center environment
- At least 2-4 years of experience leading a remote team
- Ability to pass a background and drug screen
Work from home requirements
- Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
- A workspace with adequate furnishings (e.g., a desk and chair) and lighting
- Minimum of 20 mbps upload/50 mbps download or higher, high speed internet connection with the ability to hard wire directly to a modem
What you'll need
- Excellent interpersonal and communication skills
- Demonstrated ability to prioritize tasks and manage time efficiently
- Proficient in Microsoft Office
- Comfortable working in a high-volume role
- Intermediate/Advanced computer skills in various software and web-based applications
- We encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferences
Orkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer
