Customer Service Specialist

About the role

We Need Your Next-Level Service Mindset at the Best in Pests . As part of the Orkin team, you’ll be critical to helping our customers feel we’ve delivered on our promise. That means building on our reputation for top-notch service from the industry leader with more than 125 years of protecting homes and businesses. Our Customer Service Specialist position gives you an opportunity to help customers with your service mindset and your drive to be accountable to a team that’s counting on you. You’ll excel with organizational skills and commitment to accuracy in a fast-paced dynamic environment. You’ll have more than a job—you’ll have a career with growth potential and benefits that go beyond the basics.

Responsibilities

• Field incoming requests, schedule service visits and maintain efficient routes that reduce drive time for Orkin Pros.
• Lead with empathy and a service mindset, keeping integrity and excellence at the forefront while coordinating service, resolving issues and supporting overall satisfaction to help your branch maintain and grow customers.
• Answer incoming calls and make outbound calls to customers to schedule, confirm and follow up on service appointments.
• Proficiently navigate a Windows-based & Web-based system to track routes and optimize current and future schedules (training provided).
• Apply expertise developed in training to schedule appointments for technicians to efficiently minimize drive time and/or distance as needed and recommend alternative routes when appropriate.
• Use sharp listening skills and probing questions to identify the customer’s concern and evaluate their needs.
• Monitor, update and maintain customer database with accurate customer information including call details, disposition of calls, payments, and other results.
• Reschedule unserviced accounts within 24 hours.
• Participate in quality assurance processes, programs, and initiatives.
• Safeguard customer’s privacy and other proprietary information.

Requirements

• Must be comfortable sitting at a desk and working with a computer, keyboard, telephone, and other office equipment for extended periods of time.
• Be able to regularly lift and/or move up to 25 pounds.

Qualifications