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SUPV CLIENT SERVICES-1 in Memphis, TN at Terminix

Date Posted: 11/18/2018

Job Snapshot

Job Description



Position Overview

Responsible for ensuring the highest level of service to clients and the utmost accuracy of service dispatch. Supervises the Client Service Team members and provides guidance on procedures and call handling.  Monitors call volume and ensures that staffing levels are assigned to meet the changes in demand.



Job Responsibilities

  • Supervises and coordinates activities of Client Service Team members engaged in customer service activities.
  • Plans, prepares, and assigns work schedules, according to budgets and workloads based on service volume.
  • Trains and instructs Client Service Team members on proper procedures.
  • Documents procedures and makes process improvements.
  • Provides back-up support on phones and service requests as needed.
  • Communicates with other departments and management to resolve problems and expedite work.
  • Interprets and communicates work procedures and company policies to team.
  • Assists Client Service Team members in resolving problems and completing work.
  • Resolves second level service issues by addressing questions from customers regarding services and procedures.
  • Reviews and checks work of subordinates for accuracy, content and corrects errors.
  • Involved in hiring and discharge process.
  • Approves employee time worked and time off requests.
  • Observes and evaluates Client Service Team member's performance.  Coaches or re-trains where improvement is necessary. 
  • Prepares, maintains, and submits reports and records, such as operational and personnel reports.
  • Impacts Client Retention and Net Promoter Score (NPS) this is a key metric for this role.
  • Makes recommendations to management concerning staff and improvement of procedures.
  • Implements departmental plans and improved procedures.


Job Requirements

  • Bachelor’s Degree or combination of education and experience
  • 4-6 years experience in customer service
  • 2+ years in a supervisory role with some experience in a call center environment preferred
  • Ability to work varied hours/days including nights, weekends and holidays as needed.
  • Proficient with MS Outlook, Word, and Excel
  • Strong communication skills with professionals at all levels
  • Strong decision-making skills

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.  

• Sitting for long periods of time while using office equipment such as computers, phones and etc.

• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have: 

• Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy,  such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

ServiceMaster is committed to Diversity and Inclusion.  We encourage diverse candidates to apply to this position.  Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

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