Customer Success Agent

Modern Pest Services; United States; On-site; USD 35,000 - 50,000; Full time

Job summary

Modern Pest Services is seeking a dedicated customer service representative to assist in addressing inquiries and troubleshooting issues. The role includes managing customer relationships through various platforms and ensuring satisfaction by de-escalating concerns effectively.

The ideal candidate will have previous experience in customer service, particularly in pest control, and possess strong communication and multitasking skills. This position supports both inbound calls and appointment scheduling, ensuring all customer accounts are managed professionally.

Qualifications

• Must have strong written and verbal communication skills.
• Experience handling high volume customer calls.
• Ability to multi-task and prioritize effectively.

Responsibilities

• Provide accurate answers to customer inquiries and concerns.
• Schedule customer appointments and manage service-related matters.
• Assist in troubleshooting product issues.

Skills

Strong communication skills

Active listening

Interpersonal skills

Problem-Solving

Time management

Comfortable in fast-paced environments

Education

Previous customer service experience

Pest control customer service experience

Tools

Office 365

PestPac

Job description

Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their questions and concerns, sometimes at a high volume.
• Assist customers by addressing their inquiries through various digital platforms, including emails, text messages, and chat services, whenever required.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Assist customers in troubleshooting issues and educating them about our products and services while utilizing the company CRM system.
• Evaluate customer accounts, offering updates and details regarding billing, services, warranties, and other account-related matters.
• Work together with colleagues and various departments to enhance customer service.
• Extend a heartfelt welcome, express understanding, concern, and empathy, while conveying a timely sense of importance and urgency to our customers.
• Schedule customer appointments promptly and effectively, ensuring clear communication of the appointment details.
• Seize opportunities to upsell products when they arise.
• Meet personal/team qualitative and quantitative targets.
• Enter information accurately into the computer.
• Maintain PestPac consistent with Viking’s standards, including processing all tasks, calls, and leads.
• Process payments.
• Provide back-up support to the incoming calls for the Inside Sales team.
• Document and escalate infractions reported by our customers.
• Comply with all company policies and procedures with all employees.
• Participate in customer service projects on behalf of the department.
• Other duties as assigned.

Competency/Position Requirements

• Strong communication, both written and verbal, along with active listening skills.
• Ability to multi-task, prioritize, and follow up.
• Exceptional interpersonal and rapport-building skills.
• A patient, positive, and empathetic attitude.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments.
• Problem-Solving/Troubleshooting skills.
• Advanced Computer literacy; Office 365 and PestPac (preferred).
• Phone skills, including familiarity with complex or multi-line phone systems.

Education/Experience

• Previous customer service experience favored.
• Pest control customer service experience preferred.
• Previous experience with heavy incoming call volume is preferred.
• Must be able to walk, sit, stand, & use the computer and phone for extended period of times.
• Ability to work two Saturdays per month as needed.