Customer Service Representative

Anticimex•Matthews, NC

34d

About The Position

Principal Responsibilities · Provide stellar customer service from the greeting to the conclusion of the call. · Displays warm greeting, shows empathy, and demonstrates a sense of urgency appropriately to customers. · Provide service as stated in the service agreements to our clients in a professional, prompt, courteous manner. · Schedule appointments for our customers in a timely and efficient manner and communicate appointment details, including the day and time of the appointment, to our customers. · Routing technicians and salespeople when scheduling appointments · Help customers understand their accounts, ensuring satisfaction. · Enter clients’ information accurately into the computer. · Maintain Pestpac consistent with Anticimex Carolinas standards. This includes processing all tasks, calls, and leads. · Process cash payments that are received by the Customer Service Center or the branch. · Monitor phone software to ensure that incoming calls have minimal to no wait times, and voicemails are checked. · 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. · Encourage and foster a harmonious workplace with a positive attitude. · Collaborate with team members as needed. · Maintain acceptable attendance and tardiness records. · Other duties as assigned Competency/Position Requirements: Knowledge, Skills, & Abilities · Exceptional verbal and written communication skills · Committed to accuracy · Ability to demonstrate flexibility when needed · Ability to work effectively in PestPac · Exceptional customer service disposition · Experience with the MS Office Suite (Excel, Word, PowerPoint, Outlook) required Education/Experience: · No experience required. · Previous customer service experience strongly preferred. · Previous experience with heavy incoming call volume is preferred. · Must be able to walk, sit, stand, & and use the computer and phone for extended periods of time. · Ability to work two Saturdays per month as needed. · This list may not be all-inclusive. Physical and Mental Demands Occasional Demands (1-33%) Frequent Demands (34-66%) Constant Demands (67-100%) Lifting (up to 10 lbs) Carrying Standing, Analyzing, Focus for Extended Periods, Sitting Typing Talking Reading FLSA Status: Non-Exempt Reports to: Team Lead or CSC Supervisor Direct Reports: None

Requirements

Exceptional verbal and written communication skills
Committed to accuracy
Ability to demonstrate flexibility when needed
Ability to work effectively in PestPac
Exceptional customer service disposition
Experience with the MS Office Suite (Excel, Word, PowerPoint, Outlook) required
No experience required.
Must be able to walk, sit, stand, & and use the computer and phone for extended periods of time.
Ability to work two Saturdays per month as needed.

Nice To Haves

Previous customer service experience strongly preferred.
Previous experience with heavy incoming call volume is preferred.

Responsibilities

Provide stellar customer service from the greeting to the conclusion of the call.
Displays warm greeting, shows empathy, and demonstrates a sense of urgency appropriately to customers.
Provide service as stated in the service agreements to our clients in a professional, prompt, courteous manner.
Schedule appointments for our customers in a timely and efficient manner and communicate appointment details, including the day and time of the appointment, to our customers.
Routing technicians and salespeople when scheduling appointments
Help customers understand their accounts, ensuring satisfaction.
Enter clients’ information accurately into the computer.
Maintain Pestpac consistent with Anticimex Carolinas standards. This includes processing all tasks, calls, and leads.
Process cash payments that are received by the Customer Service Center or the branch.
Monitor phone software to ensure that incoming calls have minimal to no wait times, and voicemails are checked.
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.
Encourage and foster a harmonious workplace with a positive attitude.
Collaborate with team members as needed.
Maintain acceptable attendance and tardiness records.
Other duties as assigned