Customer Service Representative
Economy Exterminators, Wilmington, NC, United States
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
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
1+ year’s successful experience in an office environment
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)
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
Typing 70 words per minute
Required Physical Abilities
Sit, hear, touch, talk, write,type, see close up, and use computermonitor and keyboard
Routing Support
Scheduled regular and initial services
Manages initial serviceschedules, contracts, and completes paperwork
Takes calls requesting extra services and schedules appropriately
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.
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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
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
1+ year’s successful experience in an office environment
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)
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
Typing 70 words per minute
Required Physical Abilities
Sit, hear, touch, talk, write,type, see close up, and use computermonitor and keyboard
Routing Support
Scheduled regular and initial services
Manages initial serviceschedules, contracts, and completes paperwork
Takes calls requesting extra services and schedules appropriately
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.
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