Customer Service Representative

Job Description:

Principal Responsibilities

· Provide stellar customer service from the greeting to the conclusion of the call.

· Displays warm greeting, shows empathy, and demonstrates a sense of urgency appropriately to customers.

· Provide service as stated in the service agreements to our clients in a professional, prompt, courteous manner.

· Schedule appointments for our customers in a timely and efficient manner and communicate appointment details, including the day and time of the appointment, to our customers.

· Routing technicians and salespeople when scheduling appointments

· Help customers understand their accounts, ensuring satisfaction.

· Enter clients’ information accurately into the computer.

· Maintain Pestpac consistent with Anticimex Carolinas standards. This includes processing all tasks, calls, and leads.

· Process cash payments that are received by the Customer Service Center or the branch.

· Monitor phone software to ensure that incoming calls have minimal to no wait times, and voicemails are checked.

· Provide back-up support to the incoming calls for the Inside Sales team.

· Document and escalate infractions reported by our customers.

· Comply with all company policies and procedures with all employees.

· Participate in customer service projects on behalf of the department.

· Encourage and foster a harmonious workplace with a positive attitude.

· Collaborate with team members as needed.

· Maintain acceptable attendance and tardiness records.

· Other duties as assigned

Competency/Position Requirements: Knowledge, Skills, & Abilities

· Exceptional verbal and written communication skills

· Committed to accuracy

· Ability to demonstrate flexibility when needed

· Ability to work effectively in PestPac

· Exceptional customer service disposition

· Experience with the MS Office Suite (Excel, Word, PowerPoint, Outlook) required

Education/Experience:

· No experience required.

· Previous customer service experience strongly preferred.

· Previous experience with heavy incoming call volume is preferred.

· Must be able to walk, sit, stand, & and use the computer and phone for extended periods of time.

· Ability to work two Saturdays per month as needed.

· This list may not be all-inclusive.

Physical and Mental Demands

Occasional Demands (1-33%) Frequent Demands (34-66%) Constant Demands (67-100%)

Lifting (up to 10 lbs)

Carrying

Standing, Analyzing, Focus for Extended Periods, Sitting Typing Talking Reading

FLSA Status: Non-Exempt

Reports to: Team Lead or CSC Supervisor

Direct Reports: None