Customer Experience Specialist

Rollins, Inc.; Durham (NC); On-site; USD 35,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision

Company paid life & AD&D insurance

401(k) plan with company match

Employee stock purchase plan

Paid time off and holidays

Employee discounts

Tuition reimbursement

Dependent scholarship awards

Advancement opportunities

Employee recognition

Job summary

HomeTeam Pest Defense in Durham, NC is hiring a Customer Service Representative to deliver positive customer experiences and to communicate with internal and external customers. The role involves initiating new service, answering questions, scheduling, and resolving billing issues using Route Point software.

The position offers competitive pay, comprehensive benefits, and opportunities for advancement within the company as part of Rollins, Inc. family.

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.

Responsibilities

• 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

Skills

Customer service experience

Communication skills

Basic computer skills

Telephone etiquette

Education

High school diploma or GED

Job description

HomeTeam Pest Defense in Durham, NC is hiring a Customer Service Representative to deliver positive customer experiences and to communicate with internal and external customers. The role involves initiating new service, answering questions, scheduling, and resolving billing issues using Route Point software.

The position offers competitive pay, comprehensive benefits, and opportunities for advancement within the company as part of Rollins, Inc. family.