Customer Experience Representative

Responsibilities

• Provide positive customer experiences that significantly affect the customer’s likelihood to continue to use and buy additional service from HomeTeam Pest Defense.
• Regularly communicate with internal and external customers of HomeTeam Pest Defense.
• Initiate new service, answer questions, research problems, resolve issues, provide pricing (non-termite), schedule service(s), and provide closure for customers.
• Interact with customers/prospects by scheduling various pest and builder related services using the Route Point software.
• Resolve customer problems with invoices and billing questions.
• Conduct telephone conversations with customers about issues surrounding their service in a professional manner.
• Enter service-related notes in system software.
• Provide general marketing information to prospects and customers as requested.
• Conduct follow-up telephone calls with customers for re-treats, initial services, and current customers as directed.
• Maintain customer files on computer and in filing system.
• Validate technician paperwork for completeness and accuracy.
• File Technician paperwork in customer files.
• Update notes in system with technician and other employee customer information.
• Print, distribute, and review service tickets for technicians.
• Have a basic knowledge of technician’s job and processes of company's treatment processes.
• Possess proper telephone etiquette procedures.
• Ability to calm and diffuse angry customers.
• Escalate appropriate inquiries or problems to managers.
• Collect and reconcile payments received by technicians.

Qualifications

• Must have 1 year of previous customer service experience.
• Entry level customer service skill and technique.
• Basic / entry level understanding of computers.
• Entry level skill on use of company telephone features and how to use them.
• Must be 18 years or older with a high school diploma or GED.

Physical Demands / Working Environment

• Candidates must meet physical job requirements and safely perform the job duties with or without accommodation.

Benefits

• Competitive pay: $36,400-$41,600 annually.
• Comprehensive benefits package including medical, dental, vision.
• Company paid life & AD&D insurance.
• 401(k) plan with company match up to 6%.
• Employee stock purchase plan.
• Paid Time off and holidays.
• Employee discounts.
• Tuition reimbursement.
• Dependent scholarship awards.
• An opportunity to advance within the company.
• Recognition for a job well done.
• A friendly work environment.
• Employee referral bonuses.

About the Role

HomeTeam is an industry leader in pest management, performing over 2 million services annually. It offers an exclusive technology with its Taexx® built-in pest control system during home construction. The company is financially stable and growing as a subsidiary of Rollins, Inc., headquartered in Atlanta, GA. HomeTeam is committed to gender equality through its Women’s Leadership Initiative.