Customer Service Representative

Critter Control; Dallas (TX); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

Competitive pay

Training programs

Benefits package

401(k) with match

Paid time off

Tuition reimbursement

Job summary

Critter Control is seeking a Customer Service Representative for its Customer Care Center. You will handle incoming calls from existing customers, document issues in ServSuite CRM, and strive for one-call resolution with professionalism.

The role emphasizes de-escalation, timely follow-ups, data entry accuracy, and collaboration with regional teams. A high school diploma and two years in a call center are required; the company offers training, benefits, and vacation.

Qualifications

• Two years experience in a call center or customer service environment.
• Knowledge of customer service principles and practices.
• Good data entry and verbal skills; type 45 wpm or more.
• Proficient in relevant computer applications.

Responsibilities

• Answer incoming calls from existing customers and track open issues; inform plan/resolution status and follow up for satisfaction.
• Identify escalating priority issues and report up the chain of command.
• Perform follow-up calls to ensure resolution and customer satisfaction.
• Conduct outbound calls for customers with newly completed jobs and 0-7-day AR.
• Assist customers with payments or setting up auto-billing and document issues in CRM.

Skills

De-escalation

Overtime

Scheduling

Problem solving

Organization

Cross-team coordination

Education

High School Diploma

Tools

CRM: ServSuite

Job description

Overview

Join the Customer Care Center of an Industry Leading Wildlife Management Company! Founded in 1984, Critter Control Operations specialize in nuisance wildlife management services for residential and commercial properties, providing leading wildlife, animal and integrated pest control services across the nation. We work with wildlife and people alike and have amazing careers to offer in a recession resistant business.

Responsibilities

The objective of the Customer Service Representative position is to provide excellent service to the Region’s existing customers and provide resolution to their needs and concerns in a single call (One Call Resolution) and in a professional manner.

Your Daily Duties

• Answer incoming calls from existing customers and track open issues. Inform them of plan/resolution status, update when needed and follow-up with customer to ensure resolution satisfaction
• Identify escalating priority issues and report it up the proper chain of command
• Perform a follow-up call with customer to ensure resolution of the issue
• Conduct outbound contact calls for customers who have newly completed jobs, and 0-7-day AR to ensure customer satisfaction
• Make out-going calls as needed to customers and team regarding special circumstances including weather, schedule changes, and other unusual events
• Assist customers as needed in making payments or setting up auto-billing
• Enter data into CRM (Servsuite) to document issues
• Assist RSM/RM/DM in summarizing trends, remaining open issues, reoccurring issues in districts and regions
• Maintain/exceed productivity goals and performance measures set by the Region
• Follow-up with L360/Podium customers to initiate a plan of action with at-risk customers
• Provide excellent customer service in a professional manner

You Will Thrive In This Role If

• You hold yourself to high standards
• You enjoy building relationships and creating a bond and rapport with your team members and customers
• You have great time management skills
• Excellent verbal and written communication skills
• Exceptional customer service, organizational and analytical skills

What We Offer

• Highly competitive compensation package ($18-$18.50/Hour!)
• Comprehensive training programs as the industry leader
• Comprehensive benefits package including medical, dental, vision & life Insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid vacation, holidays, and sick leave
• Employee discounts, tuition reimbursement, dependent scholarship awards

Work Environment

We go where the wildlife goes! Candidates must be physically capable of safely performing the following job duties:

• Perform duties while seated for long periods of time

Required Experience

• Two years experience in a call center or customer service environment
• Knowledge of customer service principles and practices,
• Good data entry and verbal skills; type 45 wpm or more
• Proficient in relevant computer applications

Required Education

• High School Diploma or equivalent required

Required Skills

• Ability to de-escalate an upset customer
• Must be able to work overtime during the company’s peak season
• Must have the ability to be flexible in scheduling
• Problem Analysis and Resourcefulness
• Excellent organizational skills
• Able to coordinate activities with multiple parties and levels of leadership

Equal Opportunity

Critter Control and Trutech are an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer

This requisition is expected to be live for 30 days from initial date of posting. The hiring process will be conducted in compliance with all state and local laws. The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.