Remote OCCC Customer Care Team Lead

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 line with our team!

We are seeking talented Customer Service Team Leads for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.

You get the advantage of a highly persuasive pitch: top‑notch protection from an iconic brand name and the industry leader with almost 125 years of experience. That is backed by award‑winning training that ensures the professionalism and expertise of all Orkin Pros.

It is a role that combines your competitive drive and your desire to be part of a talented team. You will have the opportunity to assist and retain our valued customers while having the opportunity to increase your earning potential in upselling current customers. Not to mention, you will receive opportunities to volunteer and give back so that everyone has a safe place to live, work, and play.

You will have the opportunity to work alongside a team that values safety, professionalism, empathy, integrity, and innovation in pursuit of our mission to deliver the peace of mind only an Orkin Pro can provide.

With our training program, you will receive all the tools you need to succeed. Plus, if there is one thing, we know at Orkin, it’s that pests keep coming back, and that makes our industry recession resistant.

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At Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote Customer Contact Center with dedicated inbound and outbound sales, customer service, retention, chat, and a bilingual team.

Our Customer Service Team Leads are key to supporting our field offices and customers alike. The Pest Management Industry is growing – and is a recession‑resistant line of business. Consider this opportunity for you to expand your knowledge and increase your earnings in a financially stable and growing industry.

You will spend…

80% of the time performing the following Lead Agent duties:

• Lead and drive key initiatives that align with company goals and ethos
• Lead by example and ensure all company policies and procedures are followed
• Monitor agent call activity to ensure calls are answered
• Providing frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations
• Train new and current agents to respond to customer questions and complaints
• Sidecar on calls when appropriate to support specific skill development
• Assist customer service in absence of other members in leadership and when requested
• Respond to customer inquiries via online platforms
• Lead activities for employee engagement and team motivation
• Open and close facility as needed to include adjusting assigned shift schedules to allow for adequate daily supervisor staffing
• Other duties as assigned

20% of the time performing:

• Handle inbound back‑to‑back calls to support our customers and branch partners
  • During peak season you can expect heavy call volume
• Identify customers’ needs, clarify information, research every issue and provide solutions

• Quality Training Program that will equip you with the skills and knowledge to grow professionally
• Gamification methods to measure performance and increase engagement virtually
• Variety of Schedules (Schedule may include nights, weekends, and holidays)
• Great pay and incentives (min $18.75 hour plus 3% sales commission on every sale made)
• Comprehensive benefits package including medical, dental, vision & life Insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid vacation, holidays, and sick time
• Employee discounts, tuition reimbursement, dependent scholarship awards

• Founded in 1901, Orkin Pest Control is a global residential and business service provider
• Consecutive years of improved earnings with over 2 million customers
• Orkin is financially stable and growing as the…