Inside Sales and Customer Care Agent

About the role

The Inside Sales & Customer Support Specialist sells additional services to existing and former customers by phone and provides administrative support to service centers. This role requires exceptional customer service and meeting daily call volume standards.

Responsibilities

• Comply with all state and federal regulations, company policies, procedures, and guidelines
• Answer multi-line telephone
• Sell pest control services by phone to existing customers using company guidelines
• Use Customer Relationship Management (CRM) software to record customer interactions, inquiries, complaints, or comments, and actions taken
• Generate digital service agreements for new services
• Contact former customers to regain their business
• Schedule appointments for outside sales professionals with existing customers
• Issue certificates, gift cards, and thank-you cards for customer referrals
• Provide administration and phone support to service centers for inbound calls
• Schedule services and manage payment data
• Escalate and resolve customer grievances
• Contribute toward departmental and team objectives and goals
• Maintain timesheets within company policy
• Complete sales and activity reports as requested by your manager
• Attend and complete training and meetings as required
• Perform other duties as required by management

Requirements

• Compliance with Drug-free Workplace Policy
• Able to pass a pre-employment background check upon offer of employment
• Previous customer service experience (preferred)
• Excellent telephone skills
• Basic computer skills
• Ability to pass and maintain any state regulatory agency required licensing/certification exams
• Able to pass internal technical exams
• High school diploma or equivalent
• Able to work a 40-hour (minimum) work week

Skills

• Customer Service: Knowledge of principles and processes for providing customer service, including active listening, assessing customer needs, and meeting quality standards
• English Language: Knowledge of the structure and content of the English language, including spelling, grammar, and composition
• Clerical: Knowledge of administrative and clerical procedures, such as word processing, managing files and records, faxing, phones, and office procedures
• Computers and Electronics: Proficiency in using computer systems and software (Microsoft Outlook, Word, Excel) and multi-line phones

Physical Demands

• Requires sitting for long periods of time (approximately 80% of the time)
• Requires frequent use of telephone, telephone headset, and computer
• Work indoors in a climate-controlled shared office setting
• Call volume may be high at times