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Customer Service Manager -Rentokil in Wyomissing, PA at Rentokil North America

Date Posted: 12/19/2018

Job Snapshot

Job Description

Customer Service Center Manager
Purpose of Position
The Customer Service Center Manager located onsite in the Wyomissing location is responsible for managing and coordinating the operations of the Customer Service Centers.  The person in this role will execute the strategies, vision, policies and processes as set by the North America Senior Director of Customer Service. The CSC Manager will lead and motivate the CSC team of supervisors, coaches, team leads, and CSR's to consistently deliver the optimal Rentokil North America customer experience.  In addition, this individual will be responsible to oversee Supervisors remotely. They will help ensure proper staffing levels are accomplished in the most commercially responsible methods, and that all colleagues are effectively trained and capable to conduct their roles. This position is also responsible for tracking performance against quality, cost, and customer experience metrics, on a daily, weekly, monthly basis, constantly making recommendations to continuously improve.
The CSC Manager will communicate, implement and follow customer service policies and procedures, as well as develop, recommend, and coordinate the implementation of new procedures with the support of Human Resources.  This position is also responsible for coordinating the customer service function with other departments and partners with the markets within the business to achieve goals.
The CSC Manager is accountable for the CSC budget and meeting financial objectives, as well as being responsible for the performance and results of a medium-sized team.


Primary or Key Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
  • Recruit, select, onboard, train, coach and discipline colleagues in support of Rentokil North America’s CSC objectives.
  • Administer scheduling system in conjunction with the Workforce team.
  • Communicate job expectations; plan, monitor, appraise, and review job contributions.
  • Plan and review compensation actions.
  • Monitor and control compliance in accordance with established policies and procedures.
  • Implement change through continuous improvement within CSC with a customer focus.
  • Support cross company initiatives to drive improvements, improve efficiency and reduce customer complaints.
  • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
  • Work in partnership with other CSC management members to ensure service standards, and quality, are consistent across centers.
  • Manage the day to day performance of CSC to deliver best in class service, meeting or exceeding all KPIs.
  • Apply best practice, develop continuous improvement plans and make recommendations based upon colleague and customer insight.
  • Report and monitor individual and departmental performance metrics for continuous improvement.
  • Promote skill development, coach for improvement and growth, inspire others through your words and actions, ensure positive colleague morale, and embrace our mission, vision and core values to foster a positive and engaging work environment.
  • Lead, inspire and coordinate the CSC team at all levels to create and retain motivated and engaged colleagues.
  • Coach and train Supervisors and ensuring that coaching and training is taking place for Customer Service Representatives.
  • Challenge Customer Service Representatives in providing exceptional support to both external and internal customers.
  • Exercise management authority, including performance reviews, discipline, and termination, and other personnel actions in partnership with Human Resources.
  • Encourage team members to look for opportunities for process simplification and improvements.
  • Make effective, independent decisions representing day-to-day issues that do not require team discussion, input or agreement.
  • Help the Customer Service Center develop goals, action plans, and time tables.
  • Ensure that Rentokil North America resources are reviewed and updated as needed.
  • Oversee the coordination of building space allocation and layout and communication services in the CSC.
  • Manage preventive maintenance of CSC equipment, including HVAC and office equipment.
  • Coordinate and oversee the work of colleagues or third party vendors who clean, repair and maintain building/facility and equipment for CSC.
  • Possess a strong business acumen that leads to positive outcomes.
  • Use leadership skills daily.
  • Read, write and comprehend written and spoken English (competency in Spanish or Canadian French a plus) to communicate effectively and professionally at all times.
  • Use active listening skills.
  • Apply excellent interpersonal, analytical, and time management skills.
  • Successfully work in a team environment.
  • Able to multitask in a fast-paced environment.
  • Possess exceptional organizational skills.
  • Be self-motivated.
  • Use iRIS, P7, PestPac, and other multiple operating systems.
  • Possess basic knowledge of Microsoft Office Suite 2007 or later, especially Excel, Word, and PowerPoint.
  • Have knowledge of Google Suite, especially Google Drive and associated programs frequently used at Rentokil North America.
  • Deliver Results
    • Have the ambition to achieve goals/objectives and the discipline, organization and perseverance to deliver outstanding customer service.
    • Focus on delivering what’s required.
    • Establish SMART objectives for self and others.
    • Be enthusiastic and works with energy to achieve company standards and goals.
    • Monitor progress of objectives and take action to ensure delivery to agreed timescales.
    • Plan, organize and prioritize workload effectively.
  • Act Commercially
    • Able to gather and make sense of large amounts of information and apply it to make business and customer-focused decisions.
    • Use business thinking to make decisions.
    • Use experience to solve current problems.
    • Use a straightforward and practical approach to handling business issues.
    • Understand how own actions impact on costs and finds the most cost effective solution to meet needs.
  • Manage Self
    • Manage emotions to remain calm, focused and optimistic while dealing with a constant stream of demands.
    • Be aware of own feelings.
    • Manage own feelings to remain clear and focused.
    • Have positive expectations that things will work out.
    • Be aware of own development needs and takes steps to improve these.
    • Know how to take care of self to be at one’s best.
  • Coach and Develop
    • Encourage the long-term development of others to build capability.
    • Give practical support.
    • Train team members by giving directions or demonstrations.
    • Give practical support or assistance to make job easier for the other individual.
    • Ask questions, devise tests, or use other methods to ensure that others have understood.
    • Give support to others and praise more than criticizes.
    • Recognize success.
  • Work with Others
    • Build relationships and collaborate with others (e.g. customers, colleagues, partners & suppliers) to achieve our mission.
    • Be a team player.
    • Offer help and advice when asked.
    • Be supportive and/or positive of other members of team.
    • Share information knowledge and experience freely within own team and with other departments / business units.
    • Commit to team decisions.
  • Display Leadership
    • Inspire others to achieve the company’s objectives and to hold them accountable for high standards of performance.
    • Communicate expectations and direction.
    • Give clear directions – ensuring communications are clear and simple.
    • Communicate objectives and share helpful information with the team/individuals.
    • Listen to individuals and includes their ideas in decisions made.
    • Conduct regular team meetings to share information and listen to ideas and concerns.
    • Adapt style to suit customers and colleagues.
Degree/Diploma Obtained
Program of Study
Bachelor’s Degree
Related Field
Years of Experience
Type of Experience
7+ years
4 years
Customer service lead experience
Proven management and leadership experience and functional area expertise
Working Conditions
This is a full-time position.  While the Customer Service Center Manager will report to a call center office setting, travel to North America sites will be required upwards of 25% of the time, including overnight travel.

Work Schedule: This job tends to have regular office hours but may have extended hours due to time-sensitive deadlines and time frames.  Days and hours of work are Monday through Friday. Evening and weekend work may be required as job duties demand.

Additional Information

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