Customer Experience Specialist — Admin Support

HomeTeam Pest Defense, Inc. in; San Antonio (TX); On-site; USD 35,000 - 37,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision benefits

Company 401(k) match up to 6%

Employee stock purchase plan

Paid time off and holidays

Tuition reimbursement

Dependent scholarship awards

Opportunity for advancement

Employee discounts

Tuition reimbursement

Employee referral bonuses

Professional growth and respect

Job summary

HomeTeam Pest Defense, Inc. is seeking a Customer Experience Representative (Administrative) to support service operations and ensure a positive customer journey.

This role involves handling inquiries, scheduling services, processing payments, and maintaining accurate customer records in our system. You will interact with customers and prospects, address issues, and coordinate with technicians using Route Point software.

Qualifications

• 1 year of previous customer service experience
• 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.
• 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

Basic computer skills

Telephone etiquette

Education

High school diploma or GED

Job description

HomeTeam Pest Defense, Inc. is seeking a Customer Experience Representative (Administrative) to support service operations and ensure a positive customer journey.

This role involves handling inquiries, scheduling services, processing payments, and maintaining accurate customer records in our system. You will interact with customers and prospects, address issues, and coordinate with technicians using Route Point software.