Customer Service Representative

Description

EVERY EMPLOYEE IS EXPECTED TO UPHOLD OUR CORE VALUES

Here to Help Attitude | Deliver Quality | Protect Health | Value Education | Embrace Transparency

IMPORTANT ROLES WITHIN THE COMPANY

This position is accountable for:

• Responding promptly to customer inquiries
• Turning inquiries into scheduled inspections or services
• Resolving Level 1 customer issues
• Entering and maintaining customer data
• Communicating and escalating issues reported by field staff

ESSENTIAL DUTIES

Respond promptly to inquiries (35%)

• Answer inquiries in a timely manner across all platforms: voice, text, email, social media messages
• Document all contacts and conversations in customer database
• Use active listening to ensure understanding of issues, respond with accurate information about services and pests with the goal of turning inquiries into interested customers
• Turn inquiries into scheduled inspections or services
• Support marketing plans

Support Current Customers (35%)

• Input and maintain customer data, including documenting all conversations in the customer database
• Process payments
• Resolve Level 1 customer issues, including changing appointments, scheduling retreat or follow-up appointments, correcting the customer account records, and other issues. Escalate complaints as necessary. 
• Respond to technician Alerts, Phone calls and Teams messages  
• Complete assigned tasks daily

Support Pest Control Technicians (10%)

• Communicate, document, and escalate issues reported by field staff

HERE TO HELP ATTITUDE: OTHER DUTIES (15%)

• Assist other departments as needed.
• Communicate with teammates and supervision/management to promote organization.
• Escalate issues as necessary
• Cover for other teammates as needed.  
• Other duties as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

VALUE EDUCATION (5%)

• Use the LMS (Learning Management System) and complete assigned classes
• Actively attend company meetings and company training
• Maintain assigned company equipment

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The physical demands/conditions described below are representative of those that must be met/tolerated by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Sitting at a desk for sometimes long and continuous periods of time;
• Answering and making calls on the telephone/headset for sometimes long and continuous periods of time;
• Using a keyboard to document customer and employee interactions for sometimes long and continuous periods of time;
• Looking at a computer monitor for sometimes long and continuous periods of time;
• Occasionally standing, walking, climbing stairs, reaching and stooping; 
• Lifting up-to 20 lbs.;
• Exposure to low to moderate noise level while working in the office; 
• Each Employee is to place safety and health requirements as first importance in the performance of their work duties. Each employee must obey safety instructions, rules, policies, and procedures and use company-provided safety devices and safety equipment.

SAFETY POLICIES

• Comply with all company policies, safety program guidelines, OSHA laws and regulations.  
• Comply with all county and company guidelines for Covid-19 and other communicable diseases.? 

Requirements

QUALIFICATIONS

• Incumbents must demonstrate the ability to follow policies and procedures as established in the Company’s Employee Handbook. Incumbents will also contribute to a positive work environment by behaving and communicating in a manner such that they have a good relationship with all constituent groups, co-workers, and management. 
• In addition, the education, experience, and other skills listed below are representative of the knowledge, skills, and/or abilities required.

WORK EXPERIENCE

• Preferred: two (2) years of call center experience
• Preferred: one (1) year in the termite and pest control business

KEY SKILLS SET

• Must exhibit an important level of confidentiality
• Excellent written and oral communication skills
• Strong organizational, time-management, and problem-solving skills and ability to meet tight deadlines
• Able to take the initiative
• Strong attention to detail
• Preferred: Bilingual English and Spanish at a conversational level
• Familiar with or a willingness to learn the common chemicals, equipment, and procedures associated with the termite and pest control industry
• Able to adjust to a schedule that is based on client needs