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Customer Service Representative
2 months ago
**Job Summary**
At Critter Control, we are seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our customer relations team, you will be responsible for providing exceptional service to our existing customers, resolving their needs and concerns in a single call, and ensuring their satisfaction.
**Key Responsibilities**
- Answer incoming calls from existing customers and track open issues to inform them of plan/resolution status, update when needed, and follow-up with customers to ensure resolution satisfaction.
- Be able to speak knowledgeably to a customer's concern or issue.
- Be proficient in working within our current CRM (Servsuite) to document issues.
- Research required information using accessible resources.
- Identify escalating priority issues and report them up the proper chain of command, and perform a follow-up call with the customer to ensure resolution of the issue.
- Maintain/exceed productivity goals and performance measures set by the region.
- Conduct outbound contact calls for customers who have newly completed jobs, and 0-7-day AR to ensure customer satisfaction.
- Make out-going calls as needed to customers and team regarding special circumstances, including weather, schedule changes, and other unusual events.
- Assist customers as needed in making payments or setting up auto-billing.
- Assist RSM/RM/DM in summarizing trends, remaining open issues, reoccurring issues in districts and regions.
- Follow-up with L360/Podium customers to initiate a plan of action with at-risk customers.
**Requirements**
- One-year experience in a call center/customer service environment, or equivalent field experience in Wildlife/Pest Control.
- Knowledge of customer service principles and practices.
- Good data entry and verbal skills; type 45 wpm or more.
- Proficient in relevant computer applications.
**What We Offer**
- Competitive earning potential.
- Matching 401(k).
- Medical, dental, and vision.
- STD, LTD, and life insurance.
- PTO.
- Paid training.
- Company perks.
