Customer Experience Specialist

Urbanex Pest Control; Fort Worth (TX); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Competitive pay and benefits

Healthcare insurance with employer‑con

3 weeks PTO

10 company-paid holidays

Birthday off

Job summary

Urbanex is seeking a Customer Relations Specialist in Fort Worth, TX for an in-office role focused on guiding customers, resolving issues, and promoting services. You will manage calls, scheduling, payments, and CRM records while educating clients about pest-control options and promotions.

The position requires excellent communication, organizational skills, and a proactive, reliable attitude to support a growing company and its customers.

Qualifications

• Strong customer service skills with a passion for helping others and resolving issues effectively.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
• Exceptional organizational skills and the ability to manage multiple tasks simultaneously, demonstrating strong time management and prioritization skills.
• Solid problem-solving abilities and a knack for finding creative solutions to customer challenges.
• A team player mentality with a willingness to collaborate and support colleagues in a fast-paced environment.
• Self-starter with the ability to work autonomously and take initiative.
• Adaptability and a willingness to learn new systems and processes.
• A positive attitude, strong work ethic, and a desire to contribute to a growing company.
• Proficiency in basic computer skills, including data entry and Microsoft Office Suite.
• Experience with FieldRoutes CRM and Voice for Pest phone systems is a plus, but not required (we'll train you!).
• Must be reliable, honest, and able to maintain a high degree of professionalism at all times.
• Must pass a background check and credit check due to the handling of customer payments.

Responsibilities

• Answer incoming calls with enthusiasm and professionalism.
• Schedule and reschedule service appointments, ensuring efficient routing and technician availability.
• Process customer payments accurately and securely, maintaining detailed records in our CRM system.
• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Proactively follow up with customers to ensure their satisfaction and address any concerns.
• Educate customers about Urbanex's services, the importance of ongoing pest control maintenance, and any available promotions.
• Collaborate with branch managers and technicians to coordinate service routes and resolve customer issues efficiently.
• Handle customer retention tasks, including addressing concerns that might lead to cancellations and proactively rescheduling appointments.
• Provide feedback to branch managers on customer trends and issues to help improve service delivery and identify areas for growth.
• Assist branch managers with various tasks and projects as needed, demonstrating flexibility and a willingness to support the team.
• Maintain accurate and up-to-date customer records in our CRM system.

Skills

Customer service

Verbal communication

Written communication

Organizational skills

Time management

Problem solving

Team player

Self-starter

Adaptability

Microsoft Office

FieldRoutes CRM

Voice for Pest

Tools

FieldRoutes CRM

Voice for Pest

Job description

Urbanex is seeking a Customer Relations Specialist in Fort Worth, TX for an in-office role focused on guiding customers, resolving issues, and promoting services. You will manage calls, scheduling, payments, and CRM records while educating clients about pest-control options and promotions.

The position requires excellent communication, organizational skills, and a proactive, reliable attitude to support a growing company and its customers.