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Customer Service Representative

2 months ago

Haverhill, Massachusetts, United States Rollins Full time

About the Role

We are seeking a highly skilled and dedicated Customer Service Specialist to join our team at Rollins, a global leader in pest management services. As a key member of our branch team, you will play a vital role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities

  • Contact customers to schedule and confirm service appointments
  • Schedule appointments for technicians to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate
  • Schedule & communicate with Service Technicians to meet customer requirements
  • Perform outbound calls to customers to follow-up on service received
  • Perform outbound calls to customers regarding outstanding account balances
  • Receive payments from past due customers
  • Proficiently navigate a Windows-based & Web-based system to track routes and optimize current & future schedules
  • Reschedule unserviced accounts within 24 hours
  • Answer inbound customer service calls with an open, friendly greeting
  • Utilize strong listening skills and probing questions to identify the customers concern and evaluate their needs
  • Use strong communication skills to communicate/empathize with customers
  • Work well within a team
  • Participate in quality assurance processes/programs/initiatives as requested

Requirements

  • High School/GED or better
  • 2 years: Proven customer service experience
  • 1 year: Proficiency in MS Outlook, Word and Excel
  • Preferred: 3-4 years: Scheduling or dispatch experience in a service industry a plus

What We Offer

  • Competitive hourly pay
  • Employee discounts, tuition reimbursement, dependent scholarship awards
  • Quality, comprehensive training programs
  • Founded in 1901, Rollins is a global residential and business service provider who provides the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers
  • As the industry leader, we value PEOPLE, PROGRESS and PROFESSIONALISM
  • The Pest Management Industry is growing and is a recession resistant line of business
  • Rollins is financially stable and growing as the largest subsidiary of, (NYSE: ROL), headquartered in Atlanta, GA