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Customer Center Coach - 101746 in Memphis, TN at Terminix

Date Posted: 2/10/2018

Job Snapshot

Job Description

Assists customer center management; provides customer center associates with escalation assistance, side-by-side coaching, & ongoing training and development. Cultivates and maintains on-going functional partnerships and client relationships. Co-facilitates new hire training. Participates in recruiting activities and conducts candidate interviews. Facilitates center recognition programs and activities.

1. Performs side-by-side listening of associate calls
2. Provides real-time associate coaching and development
3. Assists with escalation calls
4. Participates in recruiting activities
5. Conducts candidate interviews
6. Co-facilitates new hire and recurrent training
7. Facilitates recognition programs & organizes center activities
8. Cultivates and maintains functional relationships including Training and Recruiting
9. Assists in ensuring maximum sensitivity, proper routing and responsiveness to customer
10. Maintains level of knowledge and understanding of features of service, operating systems,
marketing promos and special offers

Education and Experience Requirements
* High School Diploma or general education degree (GED); with one to two years directly
related customer center experience; or equivalent combination of education and
experience required.
* Associates degree; with three to five years directly related customer center experience, or
equivalent combination of education and experience preferred

Knowledge, Skills, and Abilities
* Proven ability to meet customer center objectives and performance goals.
* Strong verbal and written communication skills to effectively prepare and present information.
* Quality interpersonal skills for successful interactions with associates, trainers, clients,
and management.
* Working knowledge of sales, service, and retention strategies
* Ability to efficiently manage time such that assignments, goals, and objectives are met.
* Aptitude for front line supervisory positions and operations management.
* Ability to take responsibility for decisions and actions.
* Ability to lead and motivate others
* Basic knowledge of Microsoft Word, Excel and Windows and customer center systems
* Problem-solving skills
* Ability to work in a stressful, face-paced environment

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability


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