Senior Customer Care Agent

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.

Rentokil-Terminix is currently seeking a Customer Care Agent that will act as a liaison, providing product/service information, answering questions, and resolving issues for our clients/customers. This position interacts with customers to attract potential business by answering product and service questions and suggesting alternative solutions. To be successful in this role, the incumbent must be an excellent communicator, possess strong verbal and written communication skills and have a customer focused attitude.

This will be an in office position based out of our Concord office. In the event there are provincial restrictions due to the pandemic, you will be required to provide your own high-speed internet and workspace at home for the duration that your work is remote. However, the expectation is that all teammates report into the office on a regular basis.

The duties and responsibilities of the Customer Experience Representative include, but are not limited to, the following:

 Maintaining strong customer relationships by handling questions and concerns with speed

and professionalism

 Receiving and placing customer service telephone calls, completing web forms and responding to emails

 Entering and processing orders for new and existing customers

 Investigating issues and resolving customer complaints

 Updating and managing customer databases

 Actively promoting Terminix products and services

 Monitoring the route and status of field technicians to coordinate and prioritize their schedule

 Relaying work orders, messages, and information to and from technicians and field management

 Constantly improving results by adhering to a philosophy of service excellence, and following business processes

 Providing an outstanding customer experience to all customers

 Available to work as required based on customer needs

 Performing other duties as required

Requirements

 Persuasive communication skills and lots of personality!

 Sales oriented, has the ability to identify sales opportunities within a service environment

 Energetic, positive and self motivated

 Naturally empathetic, with the ability to build a strong rapport

 Excellent communication skills - both verbal and written

 Professional demeanor, stellar phone etiquette

 Able to perform successfully in a high paced, results-oriented environment

 Ability to build relationships and communicate with a broad range of people

 Well organized, energetic and reliable

 Ability to work independently in a busy environment

 Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times

 At least one year’s experience in a Call Centre role answering phone calls and emails

 Proficient with Microsoft Office, Outlook and other applicable computer programs

 Bilingual English/French an asset

 High school diploma – College preferred

 Will have to undergo a criminal background check

 Will be required to wear a headset, input data and sit for long periods of time

Benefits

 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

 Competitive compensation

 ON DEMAND PAY! Have access to your paycheque as soon as it is earned!

Rentokil-Terminix is an equal opportunity employer. If you require any accommodations at any point during the interview process, please get in touch with our HR Department.