Remote OCCC Customer Service Supervisor

Position Overview

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 with our team! We are seeking a talented Customer Service Supervisor for our remote Orkin Customer Contact Center. You must have the ability to work a flexible schedule, including days, evenings, weekends, and holidays to ensure consistent support for our customers. You’ll join a team backed by more than 120 years of delivering top-notch service and play a key role 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!

Key Responsibilities

• 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 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 assist employees with routine and complex inquiries.
• Collaborate with Workforce Management, field partners, and the marketing team to ensure proper staffing for call volume.
• Onboard new customer service hires by assigning training, designating a work buddy, and ensuring they acclimate successfully to remote work.
• Achieve call center human resource objectives by orienting, training, coaching, counseling, and disciplining employees, setting clear job expectations, and monitoring performance.
• Support growth of the Customer Service department through continuous process improvement initiatives.
• Foster a work environment that engages employees and meets budgeted performance plans.
• Recognize excellent performance and behaviors to motivate call center agents in achieving their goals.
• Handle and engage in TEAMS chat communications.

Benefits & Perks

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

Required Qualifications

• High School/GED
• 2-4 years of supervisory/management experience in a sales call center environment
• 2-4 years of experience leading a remote team
• Ability to pass a background and drug screen
• Appropriate workspace in your home with a private/semiprivate office space free of distractions and background noise
• Workspace with adequate furnishings (e.g., a desk and chair) and proper lighting
• Minimum of 20 mbps upload / 50 mbps download high-speed internet with the ability to hard wire directly to a modem
• Excellent interpersonal and communication skills
• Proficiency in Microsoft Office and basic computer skills across various software and web-based applications
• Demonstrated ability to prioritize tasks and manage time efficiently in a high-volume role