Customer Service Representative

3 weeks ago

Wilmington, North Carolina, United States Rollins Full time

About the Role

We are seeking a highly skilled and motivated Customer Service Specialist to join our team at Rollins, a global leader in pest management services. As a Customer Service Specialist, you will play a critical role in delivering exceptional customer experiences and ensuring the highest level of service to our clients.

Key Responsibilities

  • Contact customers to schedule and confirm service appointments
  • Schedule appointments for technicians to minimize drive time and/or distance as needed
  • Perform outbound calls to customers to follow-up on service received
  • 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

What We Offer

  • Competitive hourly pay
  • Comprehensive benefits package including medical, dental, vision, maternity & life insurance
  • 401(k) plan with company match, employee stock purchase plan
  • Paid vacation, holidays, and sick leave
  • Employee discounts, tuition reimbursement, dependent scholarship awards
  • Quality, comprehensive training programs

About Rollins

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.

Requirements

  • We require the ability to pass a drug screen. Candidates must meet the job requirements and perform job duties with or without accommodations.

Skills

  • Problem Solving Ability - Intermediate
  • Influencing Others - Intermediate
  • Customer Service - Advanced
  • Customer Focus - Advanced
  • Communication - Advanced
  • Self-Management - Advanced
  • Dedicated - Devoted to a task or purpose with loyalty or integrity
  • Goal Completion - Inspired to perform well by the completion of tasks
  • Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

  • High School/GED or better
  • Preferred: Bachelors or better. Some college or better.

Experience

  • Required: 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. Less than 1 year: Scheduling or dispatch experience in a service industry a plus

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