Customer Experience Representative

Rollins, Inc.; Naples (FL); On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

Competitive pay

Sales commission

Benefits package

Life insurance

401(k) match

Employee stock plan

Paid time off

Employee discounts

Tuition reimbursement

Scholarship awards

Career advancement

Recognition program

Friendly work environment

Referral bonuses

Growth opportunities

Job summary

HomeTeam Pest Defense in Naples, FL is hiring a Customer Service Representative to deliver positive experiences, handle inquiries, schedule services, and assist with billing. You will use Route Point software to coordinate pest and builder services.

The role emphasizes courteous communication, problem solving, and supporting customers through pricing, re-treats, and follow-up calls. Competitive pay, benefits, and growth opportunities are offered.

Qualifications

• Must have 1 year of prior customer service experience.
• Entry-level customer service skills and technique.
• Basic understanding of computers.
• Must be 18+ with HS diploma or GED.

Responsibilities

• Provide information to prospects and initiate new service.
• Answer questions, research problems, resolve issues, provide pricing, schedule service, and close orders.
• Interact with customers by scheduling pest and builder services using Route Point.
• Handle billing questions and reconcile payments.
• Maintain service tickets and update notes in the system.
• Calm upset customers and escalate issues to managers.

Skills

Customer service

Telephone etiquette

Basic computer skills

Route Point software

Education

High school diploma or GED

Tools

Route Point software

Job description

Overview

At HomeTeam, we put people first. We provide tools, support, and training so our employees 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 will provide positive customer experiences that significantly affect the customer’s likelihood to continue to use and buy additional service from HomeTeam Pest Defense. You will regularly communicate with internal and external customers.

• 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

Perks and Benefits

• Competitive pay $$
• $18 hourly + sales commission opportunity
• 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 than 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
• 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.