Customer Service Specialist

1 week ago

Tampa, United States Rocket Pest Control Full time
Rocket Pest Control is an out of this world company looking for the best people to help us be the trusted choice in pest control

Our Mission is to protect customer's homes, families and businesses by delivering safe, convenient and reliable pest control solutions. We are committed to customer service and growth while maintaining a culture that makes our employees proud to work at Rocket.

Job Type

Full-Time: Non-Exempt

Work Week | Work Hours

Monday - Friday | Call Center Operations Hours: 7:30am - 6:00pm

Specialties / Licenses or Certifications

N/A

Our Position

Our Customer Service Specialist will provide world class customer service support by responding to customers' requests, courteously and professionally through a variety of channels, including phone, email, and live chat in addition to managing the billing process, managing billing discrepancies and collaborating with operations and finance to maintain compliance with billing guidelines to review delinquent accounts, contacting residential and commercial customers, and managing all collections efforts.

Your Rewards
  • 8 Company-paid Holidays (Full-Time Only)
  • 10 Days of Paid-Time Off (Full-Time Only)
  • Company-Paid group life insurance, Short-Term & Long-Term Disability (Full-Time Only)
  • Medical, Dental, and Vision plans (Full-Time Only)
  • Retirement Plans with Company match including 401k up to 5%
  • Employee Assistance Programs
Your Responsibilities
  • Responds to customer inquiries through a variety of channels, including phone, email, texts and live chat.
  • Aiding in the customer service queue to answer inbound/outbound customer service-related calls.
  • Generating/reviewing reports on accounts, payment and billing history, and other information on overdue accounts.
  • Conducting outbound calls and managing inbound calls to resolve overdue customer accounts.
  • Requesting payment of delinquent accounts through phone calls, emails, and sending letters.
  • Reducing delinquency assigned accounts while meeting defined company goals and activity metrics.
  • Reconciling monthly collections against open accounts, investigating any discrepancies, and working with Rocket Leadership and the Controller to resolve receivable balances.
  • Researching and determining the cause for the billing discrepancy and communicating effectively with the field to ensure accurate billing, as well as identifying areas for improvement within the billing process.
  • Reviewing, coordinating, and addressing invalid invoice submissions to ensure accurate and timely collection of revenue.
  • Documents and escalates customer feedback to relevant department.
  • Engaging customers in conversation to qualify each call, determine customer service needs, verify accuracy of the account information, and provide information on Rocket's products and services following call flow guidelines.
  • Creating call back service accounts for current customers.
  • Scheduling inspections and/or quality control visits for sales inspectors and technicians.
  • Navigating multiple programs simultaneously, entering data in real time, placing orders, searching existing accounts, all while comfortably maintaining a friendly conversation.
  • Meeting or exceeding all minimum performance standards.
  • Entering lead information into PestPac accurately and scheduling appointments.
  • Assisting Inside Sales team with inbound callers during high-volume peak calling hours.
  • Build and maintain strong relationships with the Branch and Service Managers, service professionals, administrative staff, and sales team.
  • Providing excellent communication and people skills to build trust and create positive customer experiences by emphasizing customer satisfaction.
  • Providing and performing other projects and duties as assigned.
Our Requirements
  • High School diploma or equivalent.
  • Customer service, billing, or collections and interpersonal skills required.
  • Must have excellent written and verbal communication, with emphasis during telephone calls, follow-ups, and correspondence.
  • Previous customer service and/or inside sales experience is preferred.
  • Working knowledge of Microsoft Word, Excel and Outlook required.
  • Reliable transportation to and from work.
  • Ability to calculate basic math.
  • Must be able to pass a seven-year criminal background check.

Rocket Pest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application or the recruiting process, please let our recruitment team know.

Benefits/perks listed above may vary depending on the nature of your employment with Rocket Pest.

The wage range for this role considers the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location at which the position may be filled. At Rocket Pest, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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