LOCAL SERVICE COORD

Terminix•Niceville, FL

10d

About The Position

Responsible for providing local branch support for intra-day activities and escalations within the branch to ensure quality customer service experiences and prompt resolution to customer issues. Cultivates and maintains on-going Customer, Branch, and Contact Center relationships. Collaborates with various field and corporate departments to resolve challenging customer issues.

Requirements

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
1-2 years clerical or customer service experience preferred
Ability to read and comprehend complex instructions, correspondence, and written instructions
Excellent verbal, written, and interpersonal skills
Ability to effectively present information to customers & field workforce
Familiar with Microsoft Office applications – Word, Excel, PowerPoint, Outlook, SharePoint, Microsoft teams
Experience with AS400 software preferred but not required
Ability to multi task
Ability to type 35 words per minute
Ability to work in a stressful, fast-paced environment
Strong problem-solving skills
Ability to overcome objections

Nice To Haves

Experience with AS400 software preferred but not required

Responsibilities

Provides support for escalated customer issues by ensuring prompt answering of transferred phone calls from the contact centers.
Provides support for technicians needing assistance with shifting appointments and/or making other modifications to customer accounts.
Assists branch leadership with scheduling issues and communicates changes to the customer. Includes managing intraday schedule changes and Pest Control new sales.
Proactively resolves Customer Follow-up Requests submitted from the contact center.
Monitors the Customer Incident Response Tool (CIRT) queue for 5-Star and NPS survey low scores and addresses each accordingly.
Processes manual tickets approved by the Service Manager.
Reviews and resolves both PC & TC cancel requests.
Posts NPS Surveys.

Benefits

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period!
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Savings and Retirement
401(k) retirement plan with company-matching contributions
Work-Life Balance
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility