Customer Experience Representative

HomeTeam Pest Defense • Longwood, FL

8d

About The Position

HomeTeam is seeking a Customer Experience Representative to provide positive customer experiences and support customer retention and additional service sales. The representative communicates with internal and external customers, answers questions, researches and resolves problems, provides non-termite pricing, schedules services, and follows up with customers. The role also supports technicians and office operations by maintaining customer records, validating and filing technician paperwork, updating service notes, distributing service tickets, and collecting and reconciling payments. The representative is expected to communicate professionally, follow telephone etiquette procedures, calm and defuse upset customers, and escalate appropriate issues to managers. HomeTeam offers a friendly work environment, training and support, and opportunities for advancement and professional growth.

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.
• Provide information to prospects and initiate new service.
• Answer questions, research problems, resolve issues, provide non-termite pricing, schedule services, and provide customer closure.
• Schedule pest and builder-related services using Route Point software.
• Resolve customer problems involving invoices and billing questions.
• Conduct professional telephone conversations with customers about service issues.
• Enter service-related notes in system software and update notes with information from technicians and other employees.
• Provide general marketing information to prospects and customers as requested.
• Conduct follow-up calls regarding re-treats, initial services, and current customers as directed.
• Maintain customer files in computer systems and filing systems.
• Validate technician paperwork for completeness and accuracy, and file it in customer files.
• Print, distribute, and review service tickets for technicians.
• Maintain basic knowledge of technicians’ work and company treatment processes.
• Follow HomeTeam Pest Defense telephone etiquette procedures.
• Calm and defuse angry customers.
• Escalate appropriate inquiries or problems to managers.
• Collect and reconcile payments received by technicians.

Benefits

• Competitive pay of $17.50 per hour.
• Comprehensive benefits package including medical, dental, and vision coverage.
• 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.
• Professional growth opportunities.

What This Job Offers

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