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Customer Service Representative
Customer Service RepresentativeThrasher Termite & Pest Control of So Ca • San Diego, CA, US
Customer Service Representative

Customer Service Representative

Thrasher Termite & Pest Control of So Ca • San Diego, CA, US
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Job Description

Job Description

Description :

EVERY EMPLOYEE IS EXPECTED TO UPHOLD OUR CORE VALUES

Here to Help Attitude | Deliver Quality | Protect Health | Value Education | Embrace Transparency

IMPORTANT ROLES WITHIN THE COMPANY

This position is accountable for :

  • Responding promptly to customer inquiries
  • Turning inquiries into scheduled inspections or services
  • Resolving Level 1 customer issues
  • Entering and maintaining customer data
  • Communicating and escalating issues reported by field staff

ESSENTIAL DUTIES

Respond promptly to inquiries (35%)

  • Answer inquiries in a timely manner across all platforms : voice, text, email, social media messages
  • Document all contacts and conversations in customer database
  • Use active listening to ensure understanding of issues, respond with accurate information about services and pests with the goal of turning inquiries into interested customers
  • Turn inquiries into scheduled inspections or services
  • Support marketing plans

    • Support Current Customers (35%)

  • Input and maintain customer data, including documenting all conversations in the customer database
  • Process payments
  • Resolve Level 1 customer issues, including changing appointments, scheduling retreat or follow-up appointments, correcting the customer account records, and other issues. Escalate complaints as necessary.
  • Respond to technician Alerts, Phone calls and Teams messages
  • Complete assigned tasks daily

    • Support Pest Control Technicians (10%)

  • Communicate, document, and escalate issues reported by field staff

    • HERE TO HELP ATTITUDE : OTHER DUTIES (15%)

  • Assist other departments as needed.
  • Communicate with teammates and supervision / management to promote organization.
  • Escalate issues as necessary
  • Cover for other teammates as needed.
  • Other duties as assigned. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

    • VALUE EDUCATION (5%)

  • Use the LMS (Learning Management System) and complete assigned classes
  • Actively attend company meetings and company training
  • Maintain assigned company equipment

    • WORK ENVIRONMENT AND PHYSICAL DEMANDS

    The physical demands / conditions described below are representative of those that must be met / tolerated by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

  • Sitting at a desk for sometimes long and continuous periods of time;
  • Answering and making calls on the telephone / headset for sometimes long and continuous periods of time;
  • Using a keyboard to document customer and employee interactions for sometimes long and continuous periods of time;
  • Looking at a computer monitor for sometimes long and continuous periods of time;
  • Occasionally standing, walking, climbing stairs, reaching and stooping;
  • Lifting up-to 20 lbs.;
  • Exposure to low to moderate noise level while working in the office;
  • Each Employee is to place safety and health requirements as first importance in the performance of their work duties . Each employee must obey safety instructions, rules, policies, and procedures and use company-provided safety devices and safety equipment.

    • SAFETY POLICIES

  • Comply with all company policies, safety program guidelines, OSHA laws and regulations.
  • Comply with all county and company guidelines for Covid-19 and other communicable diseases.?

    • Requirements : QUALIFICATIONS

  • Incumbents must demonstrate the ability to follow policies and procedures as established in the Company’s Employee Handbook. Incumbents will also contribute to a positive work environment by behaving and communicating in a manner such that they have a good relationship with all constituent groups, co-workers, and management.
  • In addition, the education, experience, and other skills listed below are representative of the knowledge, skills, and / or abilities required.

    • WORK EXPERIENCE

  • Preferred : two (2) years of call center experience
  • Preferred : one (1) year in the termite and pest control business

    • KEY SKILLS SET

  • Must exhibit an important level of confidentiality
  • Excellent written and oral communication skills
  • Strong organizational, time-management, and problem-solving skills and ability to meet tight deadlines
  • Able to take the initiative
  • Strong attention to detail
  • Preferred : Bilingual English and Spanish at a conversational level
  • Familiar with or a willingness to learn the common chemicals, equipment, and procedures associated with the termite and pest control industry
  • Able to adjust to a schedule that is based on client needs
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    Customer Service Representative • San Diego, CA, US

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