Customer Success Agent - $1,500 Sign on Bonus

Economy Exterminators Inc•Charlotte, NC

About The Position

General Summary: Provides friendly, knowledgeable, and prompt support for customers to achieve required performance outcomes. Coordinates' efforts of service, management, and administrative teams. Manages pest control routes through service scheduling (regular services, extra services, new starts). Follows up with customers to check satisfaction. Evaluates new pest control customers’ needs, proposes proper pest control solutions, and closes sales. Serves as back-up support in absence of administrative personnel. To qualify for employment individuals must meet the basic qualifications and be able to perform the required competencies. Reasonable accommodations may be made to help people with disabilities perform in this position.

Requirements

Read, write, speak, and comprehend English
At least 18 years of age
Legal to work in the U.S.
Possess high school diploma or G.E.D.
Reliable transportation to and from work
Available to work required days and times
Free of any illegal drug use
Reading, writing, and speaking English, and basic mathematics
Communication technologies such as e-mail and web
Organizing and prioritizing tasks and time
Common business software (word processing, spreadsheets, e-mail, web) and Pestpac
Common office equipment such as copiers, printers, faxes, computers, etc.
Service scheduling software
Common business software (word processing, spreadsheets, e-mail, web)
Reading, writing, and arithmetic
Organizing and managing time
Receiving incoming customer calls
Calming upset customers, and resolving their issues
Data entry and database management
Scheduling services using scheduling software
Typing 70 words per minute
Sit, hear, touch, talk, write, type, see close up, and use computer monitor and keyboard

Nice To Haves

2-year college degree
1+ year’s successful experience in office environment
MCP (Microsoft Certified Professional) or other MS certification not required, but preferred

Responsibilities

Schedules regular and initial services.
Manages initial service schedules, contracts and completes paperwork.
Takes calls requesting extra services and schedules appropriately.
Receives calls from prospective customers, defines their pest control needs and sets up sales inspector appointments.
Telemarketing activities October-March
Serves as liaison between customers, technicians, and service and administrative teams.
Makes calls to collect past due amounts.
Identifies and communicates serious problems to the management.
Follows up to ensure satisfactory service (“1 call resolution”)
Produces information and summarizes service activities for reports.
Assists with telephone answering as necessary due to administrative absence or high call volumes.
Attends and participates in company training meetings.
Assists in training other Customer Service Representatives, and others, as requested.
Effectively utilizes IT, hardware, and software programs used in the Company, and coaches others.
Performs other duties as required.
Works required Saturdays.