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Area Client Relations Coordinator

2 months ago

Baltimore, Maryland, United States Critter Control Full time

Position Title: Regional Customer Relations Specialist

Job Category: Customer Service

Requisition Number: REGIO025591

Overview:

The primary goal of the Regional Customer Relations Specialist is to deliver exceptional service to our existing clientele while addressing their inquiries and concerns effectively during a single interaction.

Key Responsibilities:

  1. Respond to incoming calls from current customers, keeping track of unresolved issues to update them on the status of their inquiries and ensure follow-up for satisfaction.
  2. Provide knowledgeable responses to customer concerns or issues.
  3. Utilize the current CRM system (Servsuite) proficiently to document customer interactions.
  4. Conduct research using available resources to find necessary information.
  5. Identify and escalate priority issues appropriately, ensuring timely follow-up with customers to confirm resolution.
  6. Meet or exceed productivity targets and performance metrics established by the region.
  7. Make outbound calls to customers who have recently completed services to gauge satisfaction.
  8. Communicate with customers regarding special circumstances such as weather impacts or schedule changes.
  9. Assist customers with payment processes or setting up automatic billing.
  10. Support management in summarizing trends and recurring issues within districts and regions.
  11. Engage with at-risk customers to develop a proactive plan of action.

Required Experience:

Minimum of one year in a customer service or call center environment, or equivalent experience in the Wildlife/Pest Control industry.

Essential Skills:

  • Ability to de-escalate challenging customer interactions.
  • Willingness to work overtime during peak business periods.
  • Flexibility in scheduling to meet business needs.
  • Strong attention to detail and organizational skills.
  • Team-oriented with a focus on problem-solving and resourcefulness.
  • Professional demeanor and adaptability in stressful situations.

Compensation and Benefits:

We offer a competitive compensation package that includes:

  • Matching 401(k)
  • Medical, dental, and vision coverage
  • 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.