Regional Client Relations Coordinator

2 weeks ago

Baltimore, Maryland, United States Critter Control Full time

Position Title: Regional Customer Relations Specialist

Job Category: Customer Service

Job Details:

Overview:

The primary goal of the Regional Customer Relations Specialist is to deliver outstanding service to our existing clientele, ensuring their needs and concerns are addressed efficiently and effectively during a single interaction.

Key Responsibilities:

  1. Respond to incoming inquiries from current customers, tracking ongoing issues to keep them informed about the status of their concerns and following up to guarantee satisfaction with the resolution.
  2. Demonstrate knowledge and understanding of customer issues to provide informed responses.
  3. Utilize the current Customer Relationship Management system (Servsuite) to accurately document customer interactions.
  4. Conduct thorough research using available resources to resolve customer inquiries.
  5. Identify and escalate priority issues to the appropriate management level, ensuring follow-up communication with the customer.
  6. Meet or exceed productivity targets and performance metrics established by the region.
  7. Initiate outbound calls to customers who have recently completed services to assess satisfaction levels.
  8. Communicate proactively with customers regarding any special circumstances, including changes in schedule or service interruptions.
  9. Assist customers with payment processing and setting up automated billing options.
  10. Collaborate with Regional Sales Managers and other team members to summarize trends and recurring issues within the districts.
  11. Engage with at-risk customers to develop action plans for improvement.

Required Experience:

Minimum of one year in a customer service or call center environment, or equivalent experience in a related field.

Essential Skills:

  • Proficient in customer service principles and practices.
  • Strong data entry skills with a typing speed of at least 45 words per minute.
  • Ability to de-escalate challenging customer interactions.
  • Flexibility to work overtime during peak business periods.
  • Attention to detail and strong organizational skills.
  • Ability to work collaboratively within a team.
  • Resourceful problem-solving skills.
  • Professional demeanor and adaptability in stressful situations.

Compensation and Benefits:

We offer a competitive compensation package, including:

  • 401(k) matching
  • Medical, dental, and vision insurance
  • Short-term and long-term disability insurance
  • Paid time off
  • Comprehensive training programs
  • Additional company perks

Position Type: Full-Time/Regular

Qualifications:

Education: High School diploma or GED required.

Experience: At least one year in customer service is required.

Licenses & Certifications: Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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