Customer Service Representative

Position Overview 

The Customer Service Representative (CSR) answers inbound calls from
members and providers, inputs data, and provides a high level of
customer service always extending courtesy and professionalism. The CSR
handles inbound customer service inquiries and problems via the
telephone and email while effectively recording communications
accurately and consistently. Calls are predominantly routine, but may
require deviation from standard screens, scripts and procedures. CSRs
use a computerized system for tracking calls, information gathering,
and/or troubleshooting and may assess needs, explain programs and
suggest/promote alternative products or services.

 Job Responsibilities 

• Identify, evaluate and prioritize caller needs, questions and concerns.
• Formulate plans of resolution and respond appropriately and efficiently.
• Maintain and restore customer satisfaction and partner with other teams as needed.
• Perform problem analysis, problem determination and recommended resolutions to the callers.
• In accordance with standard protocol.
• Proactively educate caller on program benefits.
• Meet or exceed established call center metrics, attendance standards and quality levels.
• Use computer tools to accurately process and document information.
• Develop rapport with callers and appropriately adjust communication style.
• Provide accurate information about ServiceMaster programs and services.
• Escalate issues internally and follow up on escalated issues.

 Job Requirements 

• High School Diploma
• Prior experience in a customer service related field preferred.
• Great communication skills
• Must be able to multi-task
• General working knowledge of Microsoft Word & Outlook
• Computer keyboard proficiency and internet navigation skills required
• Have the ability to work effectively with others in a team environment
• Ability to thrive in a fast-growing always changing environment

Disclaimer
The above statements are intended to describe the
general nature and level of work being performed by associates assigned
to this classification. They are not to be construed as an exhaustive
list of all responsibilities, duties, and skills required of personnel
so classified. All personnel may be required to perform duties outside
of their normal responsibilities from time to time, as needed. The
Company reserves the right to modify this description in the future,
with or without notice to the employee. This Job Description does not
create an employment contract, implied or otherwise, and employment with
the Company remains at will. These responsibilities are subject to
possible modification to reasonably accommodate individuals with
disabilities.

This franchise is independently owned and operated by a
franchisee. Your application will go directly to the franchisee, and all
hiring decisions will be made by the management of this franchisee. All
inquiries about employment at this franchisee should be made directly
to the franchise location, and not to The ServiceMaster Company, LLC.

Built on a foundation of great brands and employees with a passion
for service, our vision is to be the leading provider of essential
services through empowered people, world-class customer service and
convenient access. By joining ServiceMaster, you'll be part of a
talented network of employees with a shared vision.

Our environment is a diverse community where successful people work together to achieve common goals.

This franchise is independently owned and operated by a
franchisee. Your application will go directly to the franchisee, and all
hiring decisions will be made by the management of this franchisee. All
inquiries about employment at this franchisee should be made directly
to the franchise location, and not to The ServiceMaster Company, LLC.