Customer Experience Representative

Rollins, Inc.; San Antonio (TX); On-site; USD 35,000 - 37,000; Full time

Benefits offered by this job

Competitive pay

Medical/dental/vision insurance

401(k) match up to 6%

Employee stock purchase plan

Paid time off and holidays

Employee discounts

Tuition reimbursement

Dependent scholarship awards

Advancement opportunities

Employee referrals

Job summary

HomeTeam Pest Defense, part of Rollins, Inc., seeks a Customer Service Representative in San Antonio, TX. You will provide positive experiences, schedule services, handle billing inquiries, and maintain customer records to support growth with the company’s built-in pest control programs.

Responsibilities include handling inquiries, using Route Point software, and following up on re-treats and initial services. The role offers competitive pay and a comprehensive benefits package.

Qualifications

• 1 year of customer service experience required
• Basic computer literacy required
• Knowledge of company telephone features is a plus
• Must be 18+ years old with HS diploma or GED

Responsibilities

• Provide information to prospects and initiate new service
• Answer questions, research problems, resolve issues, provide pricing (non-termite), schedule services and provide closure
• Interact with customers/prospects by scheduling pest and builder related services using Route Point
• Resolve customer billing questions and issues with invoices
• Conduct professional telephone conversations about service-related issues
• Enter service notes in system software
• Provide general marketing information to prospects and customers as requested
• Follow up with customers for re-treats, initial services, and current customers
• 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 information
• Print, distribute, and review service tickets for technicians
• Have basic knowledge of technician’s job and company treatment processes
• Follow HomeTeam Pest Defense telephone etiquette procedures
• Calm and diffuse angry customers when needed
• Escalate inquiries to managers when appropriate
• Collect and reconcile payments received by technicians

Skills

Customer service

Education

High school diploma or GED

Tools

Route Point

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 positive customer experiences that significantly affect the customer’s likelihood to continue to use and buy additional service from HomeTeam Pest Defense. The Customer Service Representative regularly communicates with internal and external customers of HomeTeam Pest Defense.

• 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 $$
• $35K-$37K Annually
• 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 Minimum Requirements:

• 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

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