Customer Experience Representative

HomeTeam Pest Defense•San Antonio, TX

About The Position

The Customer Experience Representative provides positive customer experiences that encourage customers to continue using and purchasing additional services from HomeTeam Pest Defense. The role regularly communicates with internal and external customers, answers questions, researches and resolves problems, provides non-termite pricing, schedules services, and provides customers with closure. It also supports prospects by sharing information and initiating new service. The representative uses Route Point software to schedule pest and builder-related services and maintains accurate customer records and service-related notes. The role supports technicians and service operations by validating, filing, printing, distributing, and reviewing technician paperwork and service tickets; updating customer records with technician and employee information; and collecting and reconciling payments received by technicians. Representatives conduct follow-up calls, explain service matters professionally, use proper telephone etiquette, calm and diffuse upset customers, and escalate appropriate matters to managers. Candidates must meet physical job requirements and safely perform the duties with or without accommodation.

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 customers to continue using and purchasing additional HomeTeam Pest Defense services.
Communicate regularly with internal and external customers.
Provide information to prospects and initiate new service.
Answer questions, research problems, resolve issues, 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.
Conduct professional telephone conversations with customers about service issues.
Enter service-related notes in system software and maintain customer files on the computer and in the filing system.
Provide general marketing information to prospects and customers as requested.
Conduct directed follow-up calls concerning re-treats, initial services, and current customers.
Validate technician paperwork for completeness and accuracy, file it in customer files, and update system notes with technician and other employee information.
Print, distribute, and review service tickets for technicians.
Maintain a basic knowledge of technicians’ jobs and the company’s treatment processes.
Follow HomeTeam Pest Defense telephone etiquette procedures and calm and diffuse angry customers.
Escalate appropriate inquiries or problems to managers.
Collect and reconcile payments received by technicians.