Description:

General Summary:

Provides friendly, knowledgeable, and prompt support for customers to achieve required performance outcomes. Coordinates' efforts of service, management, and administrative teams. Manages pest control routes through service scheduling (regular services, extra services, new starts). Follows up with customers to check satisfaction. Evaluates new pest control customers’ needs, proposes proper pest control solutions, and closes sales. Serves as back-up support in absence of administrative personnel.

To qualify for employment individuals must meet the basic qualifications and be able to perform

the required competencies. Reasonable accommodations may be made to help people with

disabilities perform in this position.

Required Competencies:

ROUTING SUPPORT

Schedules regular and initial services.
Manages initial service schedules, contracts and completes paperwork.
Takes calls requesting extra services and schedules appropriately.

SALES SUPPORT

Receives calls from prospective customers, defines their pest control needs and sets up sales inspector appointments.
Telemarketing activities October-March

INFORMATION FLOW

Serves as liaison between customers, technicians, and service and administrative teams.

COLLECTIONS

Makes calls to collect past due amounts.

SERVICE SUPPORT

Identifies and communicates serious problems to the management.
Follows up to ensure satisfactory service (“1 call resolution”)
Produces information and summarizes service activities for reports.

RECEPTION

Assists with telephone answering as necessary due to administrative absence or high call volumes.

TEAMWORK

Attends and participates in company training meetings.
Assists in training other Customer Service Representatives, and others, as requested.

TECHNICAL

Effectively utilizes IT, hardware, and software programs used in the Company, and coaches others.

OTHER

Performs other duties as required.
Works required Saturdays.

Required Performance Outcomes:

Cannot go negative on PDO
Phones answered within 3 rings
Zero complaints
Meaningful notes of customer interactions in PestPac
Services scheduled to maximize productivity while meeting customer expectations
Daily paperwork completed on time
Can do, will do, team-fit
Recognizes customers’ concerns and makes sure they are 100% satisfied
Friendly and helpful telephone demeanor.

Requirements:

Basic Qualifications - Required:

Read, write, speak, and comprehend English
At least 18 years of age
Legal to work in the U.S.
Possess high school diploma or G.E.D.
Reliable transportation to and from work
Available to work required days and times
Free of any illegal drug use

Basic Qualifications - Preferred:

2-year college degree
1+ year’s successful experience in office environment

Required Credentials/Certification(s):

MCP (Microsoft Certified Professional) or other MS certification not required, but preferred

Required Knowledge:

Reading, writing, and speaking English, and basic mathematics
Communication technologies such as e-mail and web
Organizing and prioritizing tasks and time
Common business software (word processing, spreadsheets, e-mail, web) and Pestpac
Common office equipment such as copiers, printers, faxes, computers, etc.
Service scheduling software
Common business software (word processing, spreadsheets, e-mail, web)

Required Skills:

Reading, writing, and arithmetic
Organizing and managing time
Receiving incoming customer calls
Calming upset customers, and resolving their issues
Data entry and database management
Scheduling services using scheduling software
Typing 70 words per minute

Required Physical Abilities:

Sit, hear, touch, talk, write, type, see close up, and use computer monitor and keyboard

Compensation details: 17-17 Hourly Wage

PI894700e5ee34-37437-37477700

Economy Exterminators Inc

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