Customer Service Representative

About the role

Join the Customer Care Center of an Industry Leading Wildlife Management Company! Founded in 1984, Critter Control Operations specialize 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 have amazing careers to offer in a recession resistant business.

Responsibilities

• Answer incoming calls from existing customers and track open issues.
• Inform them of plan/resolution status, update when needed and follow‑up with customer to ensure resolution satisfaction.
• Identify escalating priority issues and report it up the proper chain of command.
• Perform a follow‑up call with customer to ensure resolution of the issue.
• Conduct outbound contact calls for customers who have newly completed jobs, and 0‑7‑day AR to ensure customer satisfaction.
• Make out‑going calls as needed to customers and team regarding special circumstances including weather, schedule changes, and other unusual events.
• Assist customers as needed in making payments or setting up auto‑billing.
• Enter data into CRM (Servsuite) to document issues.
• Assist RSM/RM/DM in summarizing trends, remaining open issues, reoccurring issues in districts and regions.
• Maintain/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.

Requirements

Work Environment: We go where the wildlife goes! Candidates must be physically capable of safely performing the following job duties: Perform duties while seated for long periods of time.

Required Experience: Two years 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.

Required Education: High School Diploma or equivalent required.

Skills

• Hold yourself to high standards.
• Enjoy building relationships and creating a bond and rapport with team members and customers.
• Great time management skills.
• Excellent verbal and written communication skills.
• Exceptional customer service, organizational and analytical skills.
• Ability to de‑escalate an upset customer.
• Must be able to work overtime during the company’s peak season.
• Must have the 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

• Medical, dental, vision & life insurance.
• 401(k) plan with company match.
• Employee stock purchase plan.
• Paid vacation, holidays, and sick leave.
• Employee discounts.
• Tuition reimbursement.
• Dependent scholarship awards.

Pay

$18‑$18.50 per hour.

Schedule

Must be able to work overtime during peak season; flexible scheduling required.