Customer Support Representative - Pest Control

Primary Responsibilities

• Interact with customers via telephone, email, text, or in person to provide support and information on products or services.
• Satisfy customer requests; when necessary, forwards to the assigned specialist or other appropriate staff (per escalation protocols).
• Ensure customers are presented with proper solutions to address pest control and other home service needs.
• Maintain customer loyalty by maintaining excellent customer relations to maintain high customer retention.
• Support with collections efforts for customers with unpaid balances on services provided via Omni channeled sources including phone calls, email, and chat correspondences.
• Communicate effectively and efficiently with both customers and fellow team members.
• Meet or exceed monthly goals with call center service level metrics as discussed in department meetings.
• Manage daily tasks to effectively complete daily responsibilities in a high-volume environment.
• Logistical planning and routing of service technician daily schedules.
• Maintain complete knowledge and ensure compliance of company policies and standard operating procedures.
• Modify service orders and daily schedules to meet the demands of a dynamic service atmosphere.
• Utilize company standard communication outlines in all customer interactions.
• Capture accurate and complete information in Customer Relationship Management System.
• Develop effective relationship management techniques with customers in order to provide exemplary service.
• Acknowledge and track customer preferences.
• Utilize effective techniques to generate new opportunities for upsells and new services.
• Participate in all meetings and training as required.
• Perform other related duties as assigned.

Knowledge / Skills / Abilities (KSA)

• Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
• Cultivates engagement - Builds loyalty to the company and not to themselves.
• Promotes alignment - Ensures proper time and effort is spent to build high-level performance and consistency throughout collection.
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools, and resources to accomplish results and achieve goals.
• Advanced level of written, verbal, and interpersonal communication skills.
• Ability to implement and uphold service standards.
• Ability to prioritize and organize work assignments.
• Works well in stressful, high-pressure situations.
• Comprehensive knowledge of a safe work environment.

Requirements

• Education, License, Certifications, Experience:
  • Associate’s degree or equivalent experience - preferred
  • 2+ years of relevant work experience in customer service role – required
  • Professional communication skills – required
  • Experience in collections of delinquent accounts - preferred

Aruza Pest Control is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.