Customer Service Representative

Job Description

Job Description

Customer Service Representative

Core Skills

• Communication: Ensuring smooth and professional communication with clients and between various departments within the company, such as office staff, field technicians, and management.
• Organization, Task Management & Time Management : Ability to prioritize and manage completion of multiple tasks and scheduling in a dynamic environment.
• Technical Skills :  Ability to learn and utilize various software programs, applications and equipment that are industry specific. 

Customer Interaction

• Answering Calls and Emails: Handling inbound calls from clients seeking pest control services, treatment inquiries, and general company information.
• Scheduling Appointments: Setting up service appointments for pest inspections, treatments, and follow-up visits.
• Client Support: Offering advice or information regarding pest problems and directing more complex issues to technicians or managers.

Coordinating Technicians and Field Staff

• Dispatching Technicians: Ensuring that technicians are assigned to appropriate appointments and that they have the necessary information before going out on calls.
• Monitoring Schedules: Ensuring that technicians stay on schedule and making adjustments when necessary.

Handling Complaints and Queries

• Problem Resolution: Addressing customer concerns and complaints, striving for customer satisfaction, and escalating issues as needed to management.

Handling Emergencies

• Quick Response: In case of urgent pest-related issues, assisting with urgent appointment scheduling or dispatching emergency services if needed.

Creating Service Orders

• Customizing Service Orders: Using company templates or systems to create personalized service proposals, detailing the pest control treatment plan, pricing, and terms.
• Presenting Service Orders: Sending proposals to clients via email and following up to answer questions or negotiate terms.

At least 2 years previous experience working in a customer service or office administration role preferred.