Customer Service Representative

About the role

Join the Customer Care Center of an industry-leading wildlife management company. Founded in 1984, Critter Control Operations specializes in nuisance wildlife management services for residential and commercial properties, providing leading wildlife, animal, and integrated pest control services across the nation. We work with wildlife and people alike and offer amazing careers in a recession-resistant business.

Responsibilities

• Answer incoming calls from existing customers and track open issues.
• Inform customers of plan/resolution status, provide updates, and follow up to ensure resolution satisfaction.
• Identify escalating priority issues and report them up the proper chain of command.
• Perform follow-up calls with customers to ensure issue resolution.
• Conduct outbound contact calls for customers with newly completed jobs and 0-7-day accounts receivable to ensure satisfaction.
• Make outbound calls regarding special circumstances such as weather, schedule changes, or other unusual events.
• Assist customers with payments or setting up auto-billing.
• Enter data into CRM (Servsuite) to document issues.
• Assist Regional Service Managers, Regional Managers, and District Managers in summarizing trends, open issues, and recurring issues in districts and regions.
• Maintain or exceed productivity goals and performance measures set by the Region.
• Follow up with L360/Podium customers to initiate a plan of action with at-risk customers.
• Provide excellent customer service in a professional manner.

You will thrive in this role if you:

• Hold yourself to high standards.
• Enjoy building relationships and creating rapport with team members and customers.
• Have great time management skills.
• Possess excellent verbal and written communication skills.
• Demonstrate exceptional customer service, organizational, and analytical skills.

Requirements

Work Environment

Candidates must be physically capable of safely performing the following job duties:

• Perform duties while seated for long periods of time.

Experience

• Two years of experience in a call center or customer service environment.
• Knowledge of customer service principles and practices.
• Good data entry and verbal skills; type 45 WPM or more.
• Proficient in relevant computer applications.

Education

• High School Diploma or equivalent required.

Skills

• Ability to de-escalate upset customers.
• Must be able to work overtime during the company’s peak season.
• Ability to be flexible in scheduling.
• Problem analysis and resourcefulness.
• Excellent organizational skills.
• Able to coordinate activities with multiple parties and levels of leadership.

Benefits

• Highly competitive compensation package ($18-$18.50/hour).
• Comprehensive training programs as the industry leader.
• Comprehensive benefits package including medical, dental, vision, and life insurance.
• 401(k) plan with company match and employee stock purchase plan.
• Paid vacation, holidays, and sick leave.
• Employee discounts, tuition reimbursement, and dependent scholarship awards.