Customer Service Representative

General Summary:

Provides friendly, knowledgeable, and prompt support for customers to achieve the required performance outcomes. Coordinates e?ortsof service, management, and administrative teams.Manages pest control routes through service scheduling (regular services, extra services, new starts). Monitors schedule throughout the day to improve e?ciencies and keep schedulesproductive. Follows up with customers to check satisfaction. Evaluates new pest control customers needs, proposes properpest control solutions, and closes sales. Serves as back-up support in absence of administrative personnel.

To qualify for employment individuals must meet the basic quali?cations and be able to perform the required competencies. Reasonable accommodations may be made to help people with disabilities perform in this position.

Basic Quali?cations Required:

• Read, write, speak,and comprehend English
• At least 18 years of age
• Legal to work inthe U.S.
• Possess a high school diplomaor G.E.D.
• Reliable transportation to and from work
• Available to work required days and times
• Free of any illegal drug use; zero tolerance drug policy

Basic Quali?cations Preferred:

• 2-year college degree
• 1+ years successful experience in an o?ce environment

Required Credentials/Certi?cations(s):

• Attend Registered Technician School within the ?rst 75 days
• Pass the QualityPro exam within6 months of hire
• MCP (Microsoft Certi?edProfessional) or otherMS certi?cation not required, but preferred

Required Knowledge:

• Reading, writing and speaking English,and basic mathematics
• Communicationtechnologies such as email and web
• Organizing and prioritizing tasks and time
• Common business software(word processing, spreadsheets, e-mail, web)
• Common o?ce equipmentsuch as copiers,printers, faces, computers, etc.
• Pro?cient in serviceand sales scheduling software (PestPac and Sales CRM)

Required Skills:

• Reading, writing, arithmetic
• Organizing and managingtime
• Receiving incoming customercalls
• Calming upset customers and resolving theirissues
• Data entry and database management
• Scheduling services using scheduling software
• Typing 70 words per minute

Required Physical Abilities:

• Sit, hear, touch, talk, write,type, see close up, and use computermonitor and keyboard

Required Competencies:

Routing Support

• Scheduled regular and initial services
• Updates schedules for maximum e?ciency
• Manages initial serviceschedules, contracts, and completes paperwork
• Takes calls requesting extra services and schedules appropriately

Sales Supports

• Receives calls from prospective customers, de?nes their pest control needsand sets up sales inspector appointments
• Telemarketing activities October through March

Information Flow

• Serves as liaisonbetween customers, PMPs,sales, and administrative teams

Collections

• Makes calls, texts,and emails to collect past due amountsand update paymentinformation

Service Support

• Identi?es and communicates serious problems to management
• Follows up to ensure satisfactory service (1 call resolution)
• Produces information and summarizes activities for reports

Reception

• Assists with telephone answering as necessary due to administrative absence or high call volumes

Teamwork

• Attends and participates in company trainingmeetings
• Assists in trainingfellow CSAs and others as requested

Technical

• E?ectively utilizes IT, hardware, and software programs used in the company, and coaches others.

Others

• Performs other duties as required
• Works required Saturdays