Experienced Customer Service Representative – Omnichannel Support & Sales

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and enjoy the challenge of resolving complex issues? If so, we invite you to join arenaflex, a leading global organization dedicated to protecting people, enhancing lives, and preserving the planet. As an Experienced Customer Service Representative, you will play a vital role in driving customer satisfaction, generating revenue, and expanding relationships with our valued customers.

About arenaflex

arenaflex is a proud member of the Rentokil family of companies, a 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. Our legacy of excellence is built on a commitment to innovation, customer satisfaction, and employee development. We are constantly working to fulfill our mission and make a positive impact on the lives of our customers and the communities we serve.

Job Summary

As an Experienced Customer Service Representative, you will be responsible for handling inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. You will provide a high-quality service experience that generates creative lead and direct selling opportunities. Your primary responsibilities will include:

• Handling customer calls/correspondence for service, scheduling, and billing inquiries, turning great service into revenue-generating contacts
• Identifying the needs of current and new customers and offering products to close sales and generate revenue and commissions
• Cultivating and maintaining ongoing customer relationships
• General knowledge of the organization, products, and/or services
• Excellent verbal communication skills with the ability to overcome objections and de-escalate situations
• Using computerized systems for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting
• Communicating with branch personnel to resolve service and scheduling issues
• Initiating outbound customer service calls for various campaigns
• Handling incoming calls from technicians to provide support

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.

• 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

We are seeking a highly motivated and customer-focused individual with:

• 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
• 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

Why Choose arenaflex?

A career with arenaflex 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 + Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more + Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1 + 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

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities. Know Your Rights - Workplace Discrimination is Illegal Pay Transparency - Nondiscrimination Provision California residents click here to review your privacy rights.

Apply Now

If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Don't let this chance pass you by - apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job