Customer Service Representative

2 months ago


Winchester, Massachusetts, United States EcoShield Pest Solutions Full time
About EcoShield Pest Solutions

We are a rapidly growing pest control company dedicated to providing comprehensive solutions for pest-free living. Our mission is to spread happiness by delivering exceptional customer experiences and exceeding expectations.

Job Summary

We are seeking a highly motivated and customer-focused Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing top-notch service to our customers, ensuring their satisfaction with our services, and collaborating with internal teams to maximize operational efficiency.

Key Responsibilities:
  • Provide exceptional customer service via phone, email, or other messaging systems, with a focus on proactive outreach and personalized support.
  • Answer and log calls from customers, technicians, and management in our secure system, ensuring timely and efficient communication.
  • Offer education and support to customers, addressing their questions and concerns, and ensuring they are on schedule for their appointments.
  • Schedule appointments for new and recurring pest control services, ensuring seamless coordination with our technicians.
  • Call existing customers to schedule 4-point home inspections for our Branch Sales Professionals, promoting our comprehensive pest control services.
  • Assist in monitoring daily technician schedules to ensure timely completion of services, maintaining high levels of customer satisfaction.
  • Perform daily and weekly system clean-ups or scrubs to ensure accurate and up-to-date information.
  • Escalate inquiries or issues to management as needed, ensuring prompt resolution and customer satisfaction.
  • Complete and pass monthly trainings in our Pest Webs system, staying up-to-date on the latest industry developments and best practices.
Requirements:
  • Commitment to honest and exceptional customer service, with a focus on building strong relationships and exceeding customer expectations.
  • Availability to work Monday - Friday, alternating Saturdays, and some holidays, with flexibility to adapt to changing business needs.
Preferred Qualifications:
  • Bilingual skills, with the ability to communicate effectively with customers and colleagues.
  • At least 6 months of customer service experience, with a focus on phone answering, email, and/or SMS communication.
  • Proficiency in the Microsoft Office Suite, with the ability to type 60 WPM.
What We Offer:
  • Competitive hourly rate ($19.00 DOE)
  • Additional compensation opportunities
  • Paid time off, including sick time, paid vacation, and 10 company-paid holidays
  • Benefits, including medical, health savings account, dental, vision, voluntary life, short-term and long-term disability, and 401(k) with a 100% match of the first 3% and 50% match of the next 2%
  • Employee assistance program and rally health and wellness program
  • Employee and friends/family discounted pest control services


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