Customer Service Representative

General Summary: Provides friendly, knowledgeable, and prompt support for customers to achieve the required performance outcomes. Coordinate’s effortsof service, management, and administrative teams.Manages pest control routes through service scheduling (regular services, extra services, new starts). Monitors schedule throughout the day to improve efficiencies and keep schedulesproductive. Follows up with customers to check satisfaction. Evaluates new pest control customers’ needs, proposes properpest control solutions, and closes sales. Serves as back-up support in absence of administrative personnel. To qualify for employment individuals must meet the basic qualifications and be able to perform the required competencies. Reasonable accommodations may be made to help people with disabilities perform in this position. Basic Qualifications – Required: Read, write, speak,and comprehend English At least 18 years of age Legal to work inthe U.S. Possess a high school diplomaor G.E.D. Reliable transportation to and from work Available to work required days and times Free of any illegal drug use; zero tolerance drug policy Basic Qualifications – Preferred: 2-year college degree 1+ year’s successful experience in an office environment Required Credentials/Certifications(s): Attend Registered Technician School within the first 75 days Pass the QualityPro exam within6 months of hire MCP (Microsoft CertifiedProfessional) or otherMS certification not required, but preferred Required Knowledge: Reading, writing and speaking English,and basic mathematics Communicationtechnologies such as email and web Organizing and prioritizing tasks and time Common business software(word processing, spreadsheets, e-mail, web) Common office equipmentsuch as copiers,printers, faces, computers, etc. Proficient in serviceand sales scheduling software (PestPac and Sales CRM) Required Skills: Reading, writing, arithmetic Organizing and managingtime Receiving incoming customercalls Calming upset customers and resolving theirissues Data entry and database management Scheduling services using scheduling software Typing 70 words per minute Required Physical Abilities: Sit, hear, touch, talk, write,type, see close up, and use computermonitor and keyboard Required Competencies: Routing Support Scheduled regular and initial services Updates schedules for maximum efficiency Manages initial serviceschedules, contracts, and completes paperwork Takes calls requesting extra services and schedules appropriately Sales Supports Receives calls from prospective customers, defines their pest control needsand sets up sales inspector appointments Telemarketing activities October through March Information Flow Serves as liaisonbetween customers, PMPs,sales, and administrative teams Collections Makes calls, texts,and emails to collect past due amountsand update paymentinformation Service Support Identifies and communicates serious problems to management Follows up to ensure satisfactory service (1 call resolution) Produces information and summarizes activities for reports Reception Assists with telephone answering as necessary due to administrative absence or high call volumes Teamwork Attends and participates in company trainingmeetings Assists in trainingfellow CSAs and others as requested Technical Effectively utilizes IT, hardware, and software programs used in the company, and coaches others. Others Performs other duties as required Works required Saturdays