Customer Experience Expert

7 days ago

Riverview Florida, United States HomeTeam Pest Defense Full time

About the Role:

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative. As a key member of our HomeTeam Pest Defense team, you will be responsible for providing exceptional customer experiences that drive loyalty and retention.

Key Responsibilities:

  • Provide positive customer experiences through proactive communication, issue resolution, and personalized service.
  • Communicate effectively with internal and external customers, including prospects and existing clients.
  • Answer customer inquiries, research problems, and resolve issues in a timely and professional manner.
  • Provide information to prospects and initiate new service opportunities.
  • Interact with customers and prospects to schedule pest and builder-related services using our Route Point software.
  • Resolve customer problems related to invoices and billing.
  • Conduct telephone conversations with customers to address issues and concerns.
  • Enter service-related notes in our system software.
  • Provide general marketing information to prospects and customers as requested.
  • Conduct follow-up telephone calls with customers to ensure satisfaction and identify opportunities for growth.
  • Maintain accurate and up-to-date customer files.
  • Validate technician paperwork for completeness and accuracy.
  • File technician paperwork in customer files.
  • Update notes in our system with technician and other employee customer information.
  • Print, distribute, and review service tickets for technicians.
  • Have a basic knowledge of technician job processes and company treatment procedures.
  • Follow HomeTeam Pest Defense telephone etiquette procedures.
  • Ability to calm and diffuse angry customers.
  • Escalate inquiries or problems to managers as needed.
  • Collect and reconcile payments received by technicians.

What We Offer:

  • Competitive pay with bonus opportunities.
  • Comprehensive benefits package, including medical, dental, and vision coverage.
  • Company-paid life and AD&D insurance.
  • 401(k) plan with company match up to 6%.
  • Employee stock purchase plan.
  • Paid Time Off and holidays.
  • Employee discounts.
  • Tuition reimbursement.
  • Dependent scholarship awards.
  • Opportunities for professional growth and advancement.
  • Recognition for a job well done.
  • A friendly and supportive work environment.
  • Employee referral bonuses.

About HomeTeam Pest Defense:

HomeTeam Pest Defense is the #1 pest management company to homebuilders, performing over 2,000,000 services annually. We offer exclusive technology with our Taexx built-in pest control system during a home's construction. Our industry is growing and is a recession-resistant line of business. We are financially stable and growing as a subsidiary of (NYSE: ROL), headquartered in Atlanta, GA.

Qualifications:

  • Minimum 1 year of previous customer service experience.
  • Entry-level customer service skills and techniques.
  • Basic understanding of computers.
  • Entry-level skill in using company telephone features.
  • Must be 18 years or older with a high school diploma or GED.

Physical Demands / Working Environment:

Candidates must meet physical job requirements and safely perform the job duties with or without accommodation. HomeTeam Pest Defense is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer.

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