Customer Service Representative

Critter Control Operations, Inc.; Fredericksburg (VA); On-site; USD 51,577,000 - 53,010,000; Full time

Benefits offered by this job

Competitive wage: $18–$18.50/hr

Comprehensive training programs

Medical, dental, vision & life

401(k) with company match

Employee stock purchase plan

Paid vacation, holidays & sick leave

Tuition reimbursement

Dependent scholarships

Employee discounts

Job summary

Critter Control Operations, Inc. is seeking a Customer Service Representative in Fredericksburg, VA to deliver exceptional service to existing customers. This role aims for one-call resolution and timely follow-up, ensuring customer satisfaction across daily duties and outbound communications.

Responsibilities include data entry in Servsuite, handling payments, and coordinating with field teams. Competitive pay and comprehensive benefits accompany growth opportunities in a recession-resistant

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 them of status and follow up to ensure satisfaction.
• Identify escalated priority issues and report to the proper chain of command.
• Perform follow-ups to ensure resolution of issues.
• Conduct outbound calls for customers who completed jobs and 0-7 day AR to ensure satisfaction.
• Make outbound calls to customers and team regarding special circumstances.

Skills

de-escalation

overtime

flexible scheduling

problem solving

organization

coordination

Education

High School Diploma or equivalent

Tools

Servsuite

Job description

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

What You Will Do

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

Qualifications

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 moreProficient 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

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.