Customer Experience Representative

HomeTeam Pest Defense • Highland Springs, VA

2h

About The Position

The Customer Experience Representative provides positive customer experiences that encourage customers to continue using HomeTeam Pest Defense and purchase additional services. The role regularly communicates with internal and external customers and prospects, provides information about services, helps initiate new service, answers questions, researches and resolves problems, provides non-termite pricing, schedules services, and gives customers closure on their inquiries. The representative uses Route Point software to schedule pest and builder-related services and follows up with customers regarding re-treats, initial services, and current service needs.

The position also handles invoice and billing questions, maintains customer files and service notes, validates and files technician paperwork, updates customer information from technicians and other employees, and prints, distributes, and reviews service tickets. It includes collecting and reconciling payments received by technicians, sharing general marketing information, following telephone etiquette procedures, calming upset customers, and escalating appropriate issues to managers. Representatives are expected to have basic knowledge of technicians’ jobs and the company’s treatment processes.

HomeTeam describes a friendly work environment with tools, support, and training, recognition for strong work, and opportunities for professional growth and advancement.

Requirements

• At least 1 year of previous customer service experience.
• Entry-level customer service skills and techniques.
• Basic or entry-level understanding of computers.
• Entry-level skill using company telephone features.
• Must be at least 18 years old.
• High school diploma or GED.
• Must meet physical job requirements and safely perform job duties, with or without accommodation.

Responsibilities

• Provide positive customer experiences that encourage continued use of and additional purchases of HomeTeam Pest Defense services.
• Communicate regularly with internal and external customers and prospects.
• Provide information to prospects and initiate new service.
• Answer questions, research and resolve problems, provide non-termite pricing, schedule services, and provide closure for customers.
• Schedule pest and builder-related services using Route Point software.
• Resolve customer invoice and billing questions.
• Discuss customer service issues by telephone in a professional manner.
• Enter service-related notes in system software.
• Provide general marketing information to prospects and customers as requested.
• Conduct follow-up calls about re-treats, initial services, and current customers as directed.
• Maintain customer files on computer and in the filing system.
• Validate technician paperwork for completeness and accuracy and file it in customer files.
• Update system notes with customer information from technicians and other employees.
• Print, distribute, and review service tickets for technicians.
• Maintain basic knowledge of technicians’ jobs and the company’s treatment processes.
• Follow HomeTeam Pest Defense telephone etiquette procedures.
• Calm and diffuse angry customers.
• Escalate appropriate inquiries or problems to managers.
• Collect and reconcile payments received by technicians.

Benefits

• Competitive pay of $18–$20 per hour.
• Comprehensive benefits package including medical, dental, and vision.
• Company-paid life and AD&D insurance.
• 401(k) plan with company match up to 6%.
• Employee stock purchase plan.
• Paid time off and holidays.
• Employee discounts.
• Tuition reimbursement.
• Dependent scholarship awards.
• Opportunity to advance within the company.
• Recognition for a job well done.
• Friendly work environment.
• Employee referral bonuses.
• Opportunity for professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED