Customer Relations Specialist - Raleigh

Job Description

Job Description

Customer Relations SpecialistAbout UrbanexUrbanex is a rapidly growing, family and veteran-owned pest control company dedicated toproviding superior service and building a culture of growth, development, and teamwork.From our humble beginnings in Nashville, Tennessee, in 2015, we're expanding to 14locations across the country. We're not just about eliminating pests; we're about buildingrelationships and exceeding customer expectations. Our technicians are friendly,courteous, and always go the extra mile, as evidenced by our customer testimonials.At Urbanex, people are our most valuable asset. We invest in training, offer careerdevelopment opportunities, and foster a supportive, inclusive work environment whereeveryone can thrive. If you're looking to join a company that values its employees and iscommitted to making a difference for our customers, Urbanex might be the perfect fit foryou!Our Core Values• Play Like a Champion: We choose resilience, positivity, and determination, even whenit's hard. We find enjoyment and purpose in what we do to rise above, stay agile, andpursue excellence in every situation.• Unwavering Character: We choose to do the right thing, regardless of theconsequences. We always show up wholeheartedly, embracing vulnerability andinspiring others by being a good person.• Commit to Better: We wake up every day with the relentless desire to become better.We face adversity head-on and inspire others to relate to challenges as opportunities forgrowth.• Wholehearted Connection: We root for one another in success and failure. We build acommunity where everyone feels seen, supported, and valued. We meet people wherethey are and believe building bridges is better than burning them.• Belief is Contagious: We rise up by inspiring hope, giving people the freedom toexplore the journey of growth, and rewarding those with the courage to act on theirinfinite potential,About the RoleAs a Customer Relations Specialist, you'll be the first point of contact for our customers atour Fort Worth branch, playing a vital role in ensuring their satisfaction andcontributing to the branch's success. You will be a customer advocate, addressingconcerns, educating customers on our services, and ensuring they have a positive experience with Urbanex. This role requires a self-starter who can work autonomously,manage their time effectively, and prioritize a broad set of responsibilities. You will need tobe reliable, honest, hardworking, and maintain a high level of professionalism in allinteractions. Excellent communication skills, both written and verbal, are essential. This isan in-office position.Responsibilities • Answer incoming calls with enthusiasm and professionalism.• Schedule and reschedule service appointments, ensuring efficient routing andtechnician availability.• Process customer payments accurately and securely, maintaining detailed recordsin our CRM system.• Respond promptly and professionally to customer inquiries via phone, email, andSMS.• Proactively follow up with customers to ensure their satisfaction and address anyconcerns.• Educate customers about Urbanex's services, the importance of ongoing pestcontrol maintenance, and any available promotions.• Collaborate with branch managers and technicians to coordinate service routesand resolve customer issues efficiently.• Handle customer retention tasks, including addressing concerns that might lead tocancellations and proactively rescheduling appointments.• Provide feedback to branch managers on customer trends and issues to helpimprove service delivery and identify areas for growth.• Assist branch managers with various tasks and projects as needed, demonstratingflexibility 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 issueseffectively.• Excellent verbal and written communication skills, with the ability to communicateclearly and professionally.• Exceptional organizational skills and the ability to manage multiple taskssimultaneously, demonstrating strong time management and prioritization skills.• Solid problem-solving abilities and a knack for finding creative solutions tocustomer challenges.• A team player mentality with a willingness to collaborate and support colleagues ina 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 growingcompany.• 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, butnot required (we'll train you!).• Must be reliable, honest, and able to maintain a high degree of professionalism atall times.• Must pass a background check and credit check due to the handling of customerpayments.What We Offer• Competitive pay ranging from $16 to $22 per hour, based on experience.•Company-subsidized health, dental, and vision insurance with a generous employer contribution toward premiums, 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 employeedevelopment. • 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 themcreate a pest-free environment.Why Urbanex?Working at Urbanex means being part of a team that's passionate about protecting ourcustomers' homes and businesses from pests. It means having the opportunity to growyour skills and advance your career in a supportive and dynamic environment. It meansmaking a difference in your community, one satisfied customer at a time.Candidates must be willing to complete a background check for this position