Customer Service Representative

Job Description

Job Description

About the Role

As a Customer Relations Specialist, you'll be the first point of contact for our customers at our branch,

playing a vital role in ensuring their satisfaction and contributing to the branch's success. You will be a

customer advocate, addressing concerns, educating customers on our services, and ensuring they have

a positive experience. This role requires a self-starter who can work autonomously, manage their time

effectively, and prioritize a broad set of responsibilities. You will need to be reliable, honest, hardworking,

and maintain a high level of professionalism in all interactions. Excellent communication skills, both

written and verbal, are essential. This is an in-office position.

Responsibilities

Answer incoming calls with enthusiasm and professionalism.

Schedule and reschedule service appointments, ensuring efficient routing and technician availability.

Process customer payments accurately and securely, maintaining detailed records in our CRM system.

Respond promptly and professionally to customer inquiries via phone, email, and SMS.

Proactively follow up with customers to ensure their satisfaction and address any concerns.

Educate customers about Urbanex's services, the importance of ongoing pest control maintenance, and

any available promotions.

Collaborate with branch managers and technicians to coordinate service routes and resolve customer

issues efficiently.

Handle customer retention tasks, including addressing concerns that might lead to cancellations and

proactively rescheduling appointments.

Provide feedback to branch managers on customer trends and issues to help improve service delivery

and identify areas for growth.

Assist branch managers with various tasks and projects as needed, demonstrating flexibility and a

willingness to support the team.

Maintain accurate and up-to-date customer records in our CRM system.

Qualifications

Strong customer service skills with a passion for helping others and resolving issues effectively.

Excellent verbal and written communication skills, with the ability to communicate clearly and

professionally.

Exceptional organizational skills and the ability to manage multiple tasks simultaneously, demonstrating

strong time management and prioritization skills.

Solid problem-solving abilities and a knack for finding creative solutions to customer challenges.

A team player mentality with a willingness to collaborate and support colleagues in a fast-paced

environment.

Self-starter with the ability to work autonomously and take initiative.

Adaptability and a willingness to learn new systems and processes.

A positive attitude, strong work ethic, and a desire to contribute to a growing company.

Proficiency in basic computer skills, including data entry and Microsoft Office Suite.

Experience with FieldRoutes CRM and Voice for Pest phone systems is a plus, but not required (we'll

train you!).

Must be reliable, honest, and able to maintain a high degree of professionalism at all times.

Must pass a background check and credit check due to the handling of customer payments.

What We Offer

Competitive pay ranging from $16 to $22 per hour, based on experience.

Enjoy comprehensive benefits including full medical, dental, and vision coverage, 3 weeks of PTO, 10

company-paid holidays, and your birthday off!

Opportunity to work in a fast-growing company with a strong focus on employee development.

A supportive, team-oriented work environment where your contributions are valued.

The chance to make a real difference in the lives of our customers by helping them create a pest-free

environment.