Region Customer Relations Specialist

About the position

Join the Customer Care Center of an Industry Leading Wildlife Management Company! Founded in 1984, Critter Control Operations specialize in nuisance wildlife management services for residential and commercial properties, providing leading wildlife, animal and integrated pest control services across the nation. We work with wildlife and people alike and have amazing careers to offer in a recession resistant business.

Responsibilities

• Answer incoming calls from existing customers and track open issues.
• Inform customers of plan/resolution status, update when needed and follow-up with customer to ensure resolution satisfaction.
• Identify escalating priority issues and report it up the proper chain of command.
• Perform a follow-up call with customer to ensure resolution of the issue.
• Conduct outbound contact calls for customers who have newly completed jobs, and 0-7-day AR to ensure customer satisfaction.
• Make out-going calls as needed to customers and team regarding special circumstances including weather, schedule changes, and other unusual events.
• Assist customers as needed in making payments or setting up auto-billing.
• Enter data into CRM (Servsuite) to document issues.
• Assist RSM/RM/DM in summarizing trends, remaining open issues, reoccurring issues in districts and regions.
• Maintain/exceed productivity goals and performance measures set by the Region.
• Follow-up with L360/Podium customers to initiate a plan of action with at-risk customers.
• Provide excellent customer service in a professional manner.

Requirements

• One-year experience in a call center/customer service environment, or equivalent field experience in Wildlife/Pest Control.
• Knowledge of customer service principles and practices.
• Good data entry and verbal skills; type 45 wpm or more.
• Proficient in relevant computer applications.
• Ability to de-escalate an upset customer.
• Must be able to work overtime during the company's peak season.
• Must have the ability to be flexible in scheduling.
• Excellent organizational skills.
• Able to coordinate activities with multiple parties and levels of leadership.

Benefits

• Highly competitive compensation package.
• Company cell phone and tablet.
• Comprehensive training programs as the industry leader.
• Comprehensive benefits package including medical, dental, vision & life Insurance.
• 401(k) plan with company match, employee stock purchase plan.
• Paid vacation, holidays, and sick leave.
• Employee discounts, tuition reimbursement, dependent scholarship awards.