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Office Administrator

2 months ago

Albuquerque New Mexico, United States Critter Control Full time
Job Summary

We are seeking a highly skilled and detail-oriented Office Administrator to join our team at Critter Control. As an Office Administrator, you will be responsible for providing exceptional customer service to our clients, resolving issues in a timely and professional manner, and maintaining accurate records.

Key Responsibilities
  • Answer incoming calls from existing customers and track open issues
  • Inform customers of plan/resolution status and follow up to ensure resolution satisfaction
  • Identify escalating priority issues and report them to the proper chain of command
  • Perform follow-up calls with customers to ensure resolution of issues
  • Conduct outbound contact calls for customers who have newly completed jobs and 0-7-day AR to ensure customer satisfaction
  • Make outgoing calls as needed to customers and team regarding special circumstances
  • Assist customers with making payments or setting up auto-billing
  • Enter data into CRM (Servsuite) to document issues
  • Assist RSM/RM/DM in summarizing trends, remaining open issues, and reoccurring issues in districts and regions
  • Maintain/exceed productivity goals and performance measures set by the Region
  • 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
  • High School Diploma required
  • Ability to de-escalate an upset customer
  • Must be able to work overtime during the company's peak season
  • Must have the ability to be flexible in scheduling
  • Problem Analysis and Resourcefulness
  • Excellent organizational skills
  • Able to coordinate activities with multiple parties and levels of leadership
What We Offer
  • Highly competitive compensation package ($20/hour)
  • Company vehicle, cell phone, and tablet
  • Comprehensive training programs as the industry leader
  • Comprehensive benefits package including medical, dental, vision, and 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