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Customer Service Representative

2 months ago

Baltimore, Maryland, United States Critter Control Full time

**Job Summary**

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Critter Control. As a key member of our customer relations team, you will be responsible for providing exceptional service to our existing customers and resolving their needs and concerns in a timely and professional manner.

Key Responsibilities:

  • Answer incoming calls from existing customers and track open issues to inform them of plan/resolution status
  • Be proficient in using our CRM system to document issues and research required information
  • Identify escalating priority issues and report them up the proper chain of command
  • Maintain/exceed productivity goals and performance measures set by the Region
  • Conduct outbound contact calls for customers who have newly completed jobs and 0-7-day AR to ensure customer satisfaction
  • Make out-going calls as needed to customers and team regarding special circumstances
  • Assist customers as needed in making payments or setting up auto-billing
  • Assist RSM/RM/DM in summarizing trends, remaining open issues, reoccurring issues in districts and regions
  • Follow-up with L360/Podium customers to initiate a plan of action with at-risk customers

Requirements:

  • One-year experience in a call center/customer service environment, or equivalent field experience in Wildlife/Pest Control
  • Knowledge of customer service principles and practices
  • Good data entry and verbal skills; type 45 wpm or more
  • Proficient in relevant computer applications
  • Ability to de-escalate an upset customer
  • Must be able to work overtime during the company's peak season
  • Must have the ability to be flexible in scheduling
  • Attention to detail
  • Teamwork
  • Problem Analysis and Resourcefulness
  • Professionalism
  • Adaptability
  • Able to react effectively and calmly in a stressful situation
  • Excellent organizational skills
  • Able to coordinate activities with multiple parties and levels of leadership

Benefits:

  • Competitive earning potential
  • Matching 401(k)
  • Medical, dental and vision
  • STD, LTD and life insurance
  • PTO
  • Paid training
  • Company perks

Qualifications:

  • High School/GED or better
  • 1 year: Customer Service