Everybody has the opportunity to be a leader

"It doesn't matter which role you are in. Everybody has the opportunity to be a leader. At the end of the day, you are an advocate for the company, the customer, and the employee."

From starting her career as a Call Center Agent, to working her way to Senior Director of Customer Experience, colleague Jennifer knows firsthand the importance of creating positive customer interactions. Scroll drown to learn more about the industry and what it's like to be a part of her team.

I oversee Rentokil North America customer care colleagues as well as our centralized admin team. We provide internal support for our field operations team and customer facing support for our residential and commercial customers.

The biggest thing our team focuses on is being the advocate for our customers. I remind my team that they are empowered to make the right decision for the customer and to always put themselves in the customer’s shoes. We want to manage our relationships with our customers and colleagues the way we want to be treated and build positive relationships. When you think about having to call someone for pests, you are already upset, bothered, or frightened. It’s important that our customer care colleagues understand to not take those emotions from our customers personally. We want to make sure they have the process and tools to confidently solve that customer inquiry or concern from the moment they reach out to us.

There are a lot of stressful situations that everyone can be put in, but we don’t look at the glass half empty. We stay positive and really help one another to be successful. We have very strong collaboration and communication skills within our team. Most importantly, we like to have fun and enjoy helping make things better for our business, everything is a team effort.

As people navigate into the customer service industry, you have to be consistent, authentic and genuine with the customer. That one interaction with the customer could be the first or the last. We are all customers of a product or service, so we need to have that "customer mindset" in the forefront of everything we do. This industry requires good listening and soft skills in dealing with customers over the phone, through chat, or even face to face. Sometimes it can be tough but there’s no secret recipe. It’s about focusing on what’s best for our customers and colleagues and in return, it will yield the best for the company. At the end of the day, customers just want to work with companies that make it easy to do business with.