Customer Service Representative - Call Center

American Pest•Richmond, VA

3d•Onsite

About The Position

If you love making people smile and delivering phenomenal customer service, American Pest has an exciting opportunity for you! We are currently seeking a friendly, helpful, detail-focused Customer Service Representative to join our team. A business will live and die based on how well it treats its customers, so this fast-paced, high-volume, inbound call center is an incredibly important component of the continued success of American Pest. That call center needs to be staffed with the most professional, attentive, and upbeat Customer Service Reps we can find. Hopefully, that's you! What You'll Do... As a Customer Service Representative with American Pest, your goal is to be a friendly, helpful, knowledgeable, and professional point of contact for our customers and ensure their needs are met in a manner that reflects positively on the company. You'll be responsible for answering inbound customer inquiries via telephone and email with the aim of making each customer feel like the most important one of the day. You'll provide friendly, knowledgeable, and prompt customer support regarding scheduling, service, billing, and other client-based account information. You'll also assist in coordinating complex cross-department efforts between service, sales, management, and administrative teams. With a timely resolution in mind, you'll schedule service, log customer complaints & changes, and follow up on any customer needs as quickly and helpfully as possible.

Requirements

The ability to read, write, speak, and comprehend English
Legal eligibility to work in the U.S.
A high school diploma or equivalent
Two or more years of administrative/office experience
Experience using MS Windows/Office and cloud-based software
The ability to thrive in a fast-paced environment
The ability to effectively manage your time, prioritizing multiple tasks, maximizing performance while remaining customer-focused
The ability to quickly learn multiple web-based software programs necessary to the essential job functions and cross-department communications
The ability to learn and retain complex pest control industry knowledge through company-provided online, field, and classroom training
Strong data entry skills and a high level of accuracy
High attention to detail and a desire for getting things right
The ability to understand complex customer data and scheduling geographies
A desire to work as part of a team and to provide back-up when necessary for team members
Concern for helping people and an aptitude for making people feel important and valued

Nice To Haves

The ability to converse with customers in both English and Spanish (preferred)
Experience working in a high-volume call center (preferred)

Responsibilities

Answering inbound customer inquiries via telephone and email
Provide friendly, knowledgeable, and prompt customer support regarding scheduling, service, billing, and other client-based account information
Assist in coordinating complex cross-department efforts between service, sales, management, and administrative teams
Schedule service, log customer complaints & changes, and follow up on any customer needs as quickly and helpfully as possible

Benefits

Blue Cross Blue Shield medical PPO options
Delta Dental and Vision
Prescription drug program
Flexible Spending Accounts (FSA) for medical and childcare expenses
Health Savings Plans (HSA) available with qualified plans
Competitive hourly compensation with overtime above 40 hours
401(k) Savings Plans (Traditional & Roth)
Life insurance and short-term disability 100% company paid (with options to buy up)
Long-term disability, Accident, Critical Illness, and Hospital Indemnity insurance options
Enjoy stable, year-round employment with opportunities for growth
Paid training
Paid time off and eight paid holidays
A peer-to-peer employee recognition program
Opportunities for advancement