Customer Experience Representative

Rollins, Inc.; Fayetteville (NC); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision benefits

Company-paid life & AD&D insurance

401(k) with company match

Employee stock purchase plan

Paid time off & holidays

Tuition reimbursement

Scholarship awards

Advancement opportunities

Friendly work environment

Employee referrals

Job summary

HomeTeam Pest Defense is hiring a Customer Service Representative in Fayetteville, NC. You will support prospects and customers by providing information, scheduling services, and resolving issues with invoices and billing. Expect to handle calls professionally and maintain accurate service records.

Role involves using Route Point software, following etiquette guidelines, and opportunities for growth within a leader in pest management. Competitive pay and benefits are offered.

Qualifications

• Must have at least 1 year of customer service experience.
• Basic understanding of computers and common software.
• Familiar with using company telephone features.

Responsibilities

• Provide information to prospects and initiate new service.
• Answer questions, research problems, resolve issues, and provide pricing (non-termite).
• Interact with customers by scheduling pest and builder services using Route Point software.
• Resolve invoice and billing questions with customers.
• Conduct professional telephone conversations about service issues.
• Enter service-related notes into the system.
• Provide general marketing information to prospects and customers as requested.
• Follow up with customers for re-treats and ongoing services.
• Maintain customer files on computer and in filing system.
• Validate technician paperwork for completeness and accuracy.
• File technician paperwork in customer files and update notes in the system.
• Print, distribute, and review service tickets for technicians.
• Have basic knowledge of technicians’ job and processes.
• Follow HomeTeam Pest Defense telephone etiquette procedures.
• Calm and diffuse angry customers when needed.
• Escalate appropriate inquiries to managers.
• Collect and reconcile payments received by technicians.

Skills

Customer service

Problem solving

Computer literacy

Phone systems

Education

High school diploma or GED

Tools

Route Point software

Job description

Overview

At HomeTeam , we put people first . We make sure at HomeTeam you have the tools, support, and training they need to deliver a delightful experience to every customer. Our friendly, warm work environment means great work gets recognized and rewarded. If you take pride in going above and beyond to make a customer smile, you could be HomeTeam’s next all-star player.

Responsibilities

As a HomeTeam Customer Service Representative, you can expect to:

• Provide information to prospects and initiate new service
• Answer questions, research problems, resolve issues, provide pricing (non-termite), schedule service(s) and provide closure for customers
• Interact with customers/prospects by scheduling various pest and builder related services using the Route Point software
• Resolving customer problems with invoices and billing questions
• Conduct telephone conversations with customers about issues surrounding their service in a professional manner
• Enter service-related notes in system software
• Provide general marketing information to prospects and customers as requested
• Conduct follow-up telephone calls with customers for re-treats, initial services, and current customers as directed
• Maintain customer files on computer and in filing system
• Validate technician paperwork for completeness and accuracy
• File Technician paperwork in customer files
• Update notes in system with technician and other employee customer information
• Print, distribute, and review service tickets for technicians
• Have a basic knowledge of technician’s job and processes of company's treatment processes
• Properly follow HomeTeam Pest Defense telephone etiquette procedures
• Ability to calm and diffuse angry customers
• Escalate appropriate inquiries or problems to managers
• Collect and reconcile payments received by technicians

There’s plenty of perks too!

• Competitive pay $$
• $17.99- $18 Hourly
• Comprehensive benefits package including medical, dental, vision
• Company paid life & AD&D insurance
• 401(k) plan with company match up to 6%
• Employee stock purchase plan
• Paid Time off and holidays
• Employee discounts
• Tuition reimbursement
• Dependent scholarship awards
• An opportunity to advance within the company
• Recognition for a job well done
• A friendly work environment
• Employee referral bonuses
• The opportunity for professional growth and respect that comes from working for an industry leader

Why HomeTeam?

• HomeTeam is the #1 pest management company to homebuilders
• Currently performs more the 2,000,000 services a year
• The company has exclusive technology with its unique Taexx® built-in pest control system during a home’s construction
• Pest Management Industry is growing and is a recession resistant line of business
• Women’s Leadership Initiative at HomeTeam inspires, empowers, and assists in the professional development of women in the workplace.
• HomeTeam is financially stable and growing as a subsidiary of Rollins, Inc., (NYSE: ROL), headquartered in Atlanta, GA

Qualifications

• Must have 1 year of previous customer service experience
• Entry level customer service skill and technique
• Basic / entry level understanding of computers
• Entry level skill on use of company telephone features and how to use them

Minimum Requirements

• Must be 18 years or older with a high school diploma or GED

Physical Demands / Working Environment

• Candidates must meet physical job requirements and safely perform the job duties with or without accommodation

HomeTeam is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer

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