Lead Customer Service Representative

EcoShield Pest Solutions • Totowa, NJ

23d • $20

About The Position

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest growing pest control companies in the country! Simply stated, we provide comprehensive solutions for pest-free living, but our purpose is to spread happiness. We accomplish that by delivering above and beyond experiences, not only to our customers but also to our employees, partners, and communities, who we consider family.
Currently, we are hiring for a Lead Customer Service Representative (Lead CSR). The Lead CSR serves as one of the primary points of contact for customers at the local level but also assists with training, escalated customer issues, reporting, and call reviews to identify opportunities for feedback and / or improvement.
We welcome all applicants, but have found the most success in hiring outgoing, personable, and service-oriented individuals who operate with a strong work ethic, integrity, and a customer-centric attitude.

Requirements

• High School Diploma or GED, preferred
• Ability to type 50 WPM
• Proficiency with Microsoft Office Suite
• 6+ months of customer service and/or conflict resolution experience, preferred
• Are willing to work Monday - Saturday and some holidays

Nice To Haves

• Bilingual is a plus
• Leadership / management experience, preferred

Responsibilities

• Assist with training of new CSRs joining the local team
• Act as a trusted resource and serve as the first point of contact for the Customer Service Manager and Customer Service Representative(s)
• Perform daily customer service-related tasks via phone, email, or other messaging systems with an emphasis on proactive outreach
• Answer and log calls from customers, technicians, and management in internal, secure system
• Provide education and personalized customer service to answer any questions and keep customers on schedule for their appointments
• Schedule appointments for new and recurring pest control services
• Assist in monitoring daily technician schedules to ensure timely completion of services
• Perform daily and weekly Pest Routes system clean-ups or “scrubs”
• Complete and pass monthly trainings in Pest Webs system

Benefits

• Competitive hourly rate ($20.00 DOE)
• Additional compensation opportunities
• Paid time off
• Sick/Safe time - 1 hour per every 30 hours worked with a maximum of 80 hours annually
• Paid Vacation
• 10 company-paid holidays
• Medical
• Health Savings Account (HSA)
• Dental
• Vision
• Voluntary Life
• Short-Term and Long-Term Disability
• 401(k), with match of 100% of the first 3% of each employee’s contribution and 50% of the next 2%
• Employee Assistance Program
• Rally Health and Wellness Program
• Employee and Friends/Family Discounted Pest Control Services

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees