Customer Service Representative - Remote - Providing Exceptional Support to Members and Providers in a Dynamic and Growing Industry

Join Our Team: Delivering World-Class Customer Service in a Fast-Paced and Rewarding Environment

Are you a motivated and customer-focused individual looking for a challenging and rewarding role in a growing industry? Do you have a passion for delivering exceptional service and building strong relationships with customers? If so, we invite you to join our team as a Customer Service Representative - Remote. As a key member of our customer service team, you will play a critical role in providing top-notch support to our members and providers, driving customer satisfaction, and contributing to the success of our organization.

About ServiceMaster

ServiceMaster is a leading provider of essential services, built on a foundation of great brands and employees with a passion for service. Our vision is to be the leading provider of essential services through empowered people, world-class customer service, and convenient access. We are a diverse community where successful people work together to achieve common goals. By joining ServiceMaster, you'll be part of a talented network of employees with a shared vision.

Job Summary

As a Customer Service Representative - Remote, you will be responsible for answering inbound calls from members and providers, providing a high level of customer service, and extending courtesy and professionalism. You will handle inbound customer service inquiries and problems via telephone and email, effectively recording communications accurately and consistently. You will use a computerized system for tracking calls, information gathering, and troubleshooting, and may assess needs, explain programs, and suggest/promote alternative products or services.

Key Responsibilities

• Identify, Evaluate, and Prioritize Caller Needs: Quickly assess caller needs, questions, and concerns, and prioritize them accordingly.
• Formulate Plans of Resolution: Develop effective plans of resolution and respond to caller inquiries in a timely and efficient manner.
• Maintain and Restore Customer Satisfaction: Partner with other teams as needed to resolve customer issues and maintain high levels of customer satisfaction.
• Perform Problem Analysis and Resolution: Analyze problems, determine root causes, and recommend effective resolutions to callers.
• Proactively Educate Callers: Educate callers on program benefits, features, and services, and promote alternative products or services as needed.
• Meet or Exceed Established Metrics: Meet or exceed established call center metrics, attendance standards, and quality levels.
• Use Computer Tools: Accurately process and document information using computer tools, and maintain proficiency in internet navigation and Microsoft Office applications.
• Develop Rapport with Callers: Build strong relationships with callers, adjust communication style as needed, and provide accurate information about ServiceMaster programs and services.
• Escalate Issues: Escalate complex issues internally and follow up on escalated issues to ensure timely resolution.

Requirements and Qualifications

Essential Qualifications

• High School Diploma: A high school diploma or equivalent is required.
• Prior Experience: Prior experience in a customer service-related field is preferred.
• Great Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with callers and internal stakeholders.
• Multi-Tasking Ability: Ability to multi-task, prioritize tasks, and manage multiple calls and customer inquiries simultaneously.
• Computer Skills: General working knowledge of Microsoft Word and Outlook, with proficiency in computer keyboarding and internet navigation.
• Teamwork and Adaptability: Ability to work effectively with others in a team environment, thrive in a fast-paced and dynamic setting, and adapt to changing priorities and procedures.

Preferred Qualifications

• Customer Service Experience: Experience in a call center or customer service environment.
• Technical Skills: Familiarity with customer relationship management (CRM) software and other customer service tools.
• Problem-Solving Skills: Strong problem-solving and analytical skills, with the ability to resolve complex customer issues.

What We Offer

Career Growth Opportunities

At ServiceMaster, we are committed to the growth and development of our employees. We offer opportunities for career advancement, training, and professional development to help you achieve your career goals.

Learning Benefits

We provide comprehensive training and onboarding programs to ensure that you have the skills and knowledge needed to succeed in your role. Ongoing training and development opportunities are also available to help you stay up-to-date with industry trends and best practices.

Work Environment and Culture

Our remote work environment offers flexibility and work-life balance, with a dynamic and supportive team culture. We value diversity, inclusion, and teamwork, and strive to create a workplace where employees feel engaged, motivated, and empowered to succeed.

Compensation and Benefits

We offer competitive compensation and benefits packages, including opportunities for bonuses and recognition. Our benefits package includes [insert benefits, e.g., health insurance, retirement savings, paid time off, etc.].

How to Apply

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please submit your application directly to the franchisee, and all hiring decisions will be made by the management of this franchisee.

Don't miss this opportunity to join our team and make a difference in the lives of our members and providers. Apply today!