Inisde Sales/Customer Service Specialist - Batzner in New Berlin, WI at Rentokil North America

Date Posted: 11/7/2018

Job Snapshot

Job Description


 
Residential Sales Specialist 
 
Core Organizational Competencies

Building Customer Loyalty

Meeting and exceeding (internal or external) customer expectations while cultivating relationships that secure commitment and
trust.

 
  • -Enhances the customer's self­esteem – Demonstrates value and respect for customers by giving the customer full attention and emphasizing the importance of customer satisfaction.
    -Clarifies the current situation – Asks questions to determine the customer's needs; listens carefully; shares information and rationale about the situation; summarizes to check understanding.
    -Involves the customer – Asks for the customer's opinions and ideas and listens actively to gain their support when clarifying expectations, agreeing on a solution, and checking for satisfaction.
    -Takes the 'HEAT' – Handles dissatisfied customers by hearing the customer out, empathizing with the customer's situation and associated feelings, apologizing (without accepting blame), and taking responsibility for action.
    -Meets or exceeds needs – Acts promptly in routine situations; agrees on a clear course of action in non­routine situations; takes opportunities to exceed expectations without making unrealistic commitments
    -Confirms satisfaction – Asks questions to check for customer satisfaction; commits to follow­through, if appropriate;thanks customer.
 
Collaborating

Working cooperatively with others to help a team or work group achieve its goals.

  • -Contributes to goal accomplishment – Makes suggestions, volunteers assistance, offers resources, or removes obstacles to help the group achieve its goals.
    -Asks for help and encourages involvement – Leverages others' skills and gains their support by asking for their ideas,opinions, and participation when solving problems, making decisions, and carrying out plans.
    -Informs others on team – Shares important or relevant information and rationale with others; summarizes to check understanding.
    -Models commitment – Adheres to the work group's expectations and guidelines; fulfills team or work group
    responsibilities; demonstrates personal commitment to group goals.
 
Continuous Improvement ;

  • -Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.
    -Identifies opportunities – Reviews processes to determine any gaps between current outputs and expected
    requirements.
    -Determines causes – Identifies conditions that contribute to gaps or key variances; explores relationships between conditions and outcomes; distinguishes causes from symptoms and identifies primary causes.
    -Targets improvement ideas – Generates ideas for solutions; analyzes the potential effect or impact of each solution; selects appropriate solutions.
    -Implements improvements – Tests solutions; gathers feedback on effectiveness; reviews impact on baseline measures;modifies solutions as appropriate to ensure effectiveness.
 
High­Impact Communication (Observable)

 
Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others' thoughts and actions.

  • -Delivers clear messages – Conveys messages logically, succinctly, and at the right pace; does not digress; is in command of the message.
    -Communicates with impact – Focuses communications to have a positive effect on others; uses forceful and compelling language and tone to stimulate others' thinking and actions; uses analogies, illustrations, or colorful expressions to create mental images; uses visual aids when appropriate to enhance impact of the content.
    -Uses language appropriately – Uses correct grammar and punctuation; uses a format and terminology appropriate to the topic and audience.
    -Ensures understanding – Checks the audience's understanding; presents messages in different ways to enhance their understanding.
    -Conveys a professional presence – Exhibits a presence that commands attention and respect; demonstrates an air of self­confidence; uses correct grammar.
    -Effectively communicates message – Uses a communication process that acknowledges a request, is timely and is consistent with follow up as needed.  


Responsibilities

 
Additional Competencies

Work Standards;

Setting high standards of performance for self and others; assuming responsibility and accountability for successfully
completing assignments or tasks; self­imposing standards of excellence rather than having standards imposed.

  • Sets standards for excellence – Establishes criteria and / or work procedures to achieve a high level of quality,
    productivity, or service.
    Ensures high quality – Dedicates required time and energy to assignments or tasks to ensure that no aspect of the work
    is neglected; works to overcome obstacles to completing tasks or assignments.
    Takes responsibility – Accepts responsibility for outcomes (positive or negative) of one's work; admits mistakes and
    refocuses efforts when appropriate.
    Encourages others to take responsibility – Provides encouragement and support to others in accepting responsibility;
    does not accept others' denial of responsibility without questioning.

Technical / Professional Knowledge and Skills;

  • Having achieved a satisfactory level of technical, functional, and/or professional skill or knowledge in position­related areas;
    keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results.
    Understands technical terminology and developments – Comprehends and is able to explain technical terminology and
    recent advances in the field.
    Knows how to apply a technical skill or procedure – Appropriately uses one's technical knowledge and skills to complete
    tasks effectively and efficiently.
    Knows when to apply a technical skill or procedure – Chooses the correct situation and timing to apply technical
    knowledge and skills.
    Performs complex tasks in area of expertise – Leverages one's technical expertise to take advantage of new
    opportunities, solve difficult work problems, and accomplish challenging goals.
 
General Responsibilities;

  • Embraces and champions Batzner's Organizational Core Values and Competencies.
    Actively sells and markets all company services and products to residential clients to achieve revenue goals.
    Contacts customers to obtain information or clarify needs, specifications, or other data to ensure and verify that data is
    correct.
    Regularly meets and exceeds sales goals.
    Enters new customer data and other sales data for current customers into database.
    Supports existing customers regarding inquiries into services performed, including expectations of service, scheduling
    additional service calls, and quotations on additional services.
    Receives, reviews, interprets and processes incoming written, telephone, or walk­in inquiries from customers regarding
    sales orders, quotations, availability, and delivery dates of company services.
    Participates in sales and marketing events (e.g., trade shows).
    Follows up with new customers to ensure satisfaction, thus building strong relationships.
    Attends and participates in training to enhance job
 
 
Qualifications

Basic Qualifications;
 
  • -At least 18 years of age.
    -High school diploma or equivalent.
    -U.S. citizen or authorization to work in the United States.
    -Ability to work before 8:00 a.m., after 5:00 p.m., and on weekends as needed.
    -Ability to read, speak, and comprehend English.
    -Ability to read, write, and comprehend simple instructions, correspondence, and memos.
 
Position Qualifications;

  • -Achieve 7.1 Structural Pest Control state certification.
    -Achieve Quality Pro Green certification.
    -Bachelor's degree in Communications or related preferred.
    -Sales and customer service experience.
    -Availability for on­call rotation.
    -Must have home office (quiet environment) and with internet connectivity in the home for the on­call rotation.
    -Proven experience providing exceptional customer service.
    -Proficiency in MS Office computer programs, Adobe Creative Suite, and other internet and design software.
    -Effective planning and prioritizing of work.
    -Ability to learn and use new computer software and web based programs.
 
Physical Demands;

  • -Ability to remain in a stationary position for long periods of time.
    -Ability to operate a computer and other office equipment.
    -Ability to transport up to 30 pounds.


Additional Information

We are Proudly an Equal Opportunity Employer!
EOE AA M/F/Vet/Disability
 
Link to Federal employment poster:
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
 Pay Transparency Nondiscrimination Provision
https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf