Digital Customer Service Representative

Eastside Exterminators

13h•$23 - $26

About The Position

Are you passionate about delivering great customer experiences in a digital-first world? We’re seeking a Digital Customer Service Representative to connect with customers through chat and online tools to help solve problems, answer questions, and build trust at every interaction. In this role, you’ll use your skills to help protect families from pests, all while upholding our core values: family focus, passion, commitment, and integrity. Why Join Us? Be part of a company with over 50 years of experience protecting homes and families in the greater Seattle area. Make a difference every day by helping homeowners prevent rodent infestations. Enjoy a positive team culture, complete with robust benefits and ongoing training.

Requirements

Strong written and verbal communication skills
High level of organizational and time-management ability
Attention to detail and accuracy in customer account documentation
Ability to manage multiple communication platforms simultaneously
Professional judgment in prioritizing tasks and escalating issues appropriately
Ability to work collaboratively within a team environment

Responsibilities

Review assigned email inboxes and internal communication platforms (including Microsoft Teams) for updates, instructions, and action items
Monitor customer communication platforms, including Podium and the Customer Service email inbox, for urgent messages, cancellations, or service-related inquiries
Prioritize and respond to customer text messages and emails following completion of initial daily system checks
Continuously monitor customer communication platforms throughout the workday and respond in a timely and professional manner
Complete assigned tasks and follow-ups in accordance with departmental timelines and expectations
Provide phone coverage by assisting with the customer call queue during designated lunch periods or staffing shortages
Return and follow up on assigned customer voicemails
Ensure all customer accounts are accurately documented with pending, completed, or confirmed communications
Address urgent customer inquiries or service requests prior to the end of the workday
Review open or pending email correspondence and determine whether a same-day response is required or if escalation to a lead or manager is appropriate
Close tasks that have been followed up on multiple times, with the expectation that tasks are completed within two to three business days of assignment unless otherwise directed
Update task due dates when customers request follow-up at a later date to prevent inaccurate past-due status

Benefits

401(k)
401(k) matching
Dental insurance
Free food & snacks
Health insurance
Paid time off
Training & development
Vision insurance
Wellness resources
Comprehensive Benefits Package: Medical, dental, vision, and life insurance.
401(k) with Company Match: Plan for your future with our retirement program.
Paid Time Off: 80 hours per year accrued from day one, plus 8 paid holidays.
Free Food & Drinks: Access to our in-office pantry and fridge stocked with snacks and beverages.
Ongoing Training: Ongoing training supplied by the company.
Supportive Team Environment: Access to an Employee Assistance Program to support your wellbeing.