<span>Customer Service Specialist</span>

Rockit Pest • Tampa, FL

374d

About The Position

The Customer Service Specialist at Rocket Pest Control is responsible for providing exceptional customer service support through various communication channels, including phone, email, and live chat. This role involves managing billing processes, addressing billing discrepancies, and collaborating with operations and finance to ensure compliance with billing guidelines. The specialist will also handle collections efforts for delinquent accounts, ensuring customer satisfaction while meeting company goals.

Requirements

• High School diploma or equivalent.
• Customer service, billing, or collections experience required.
• Excellent written and verbal communication skills, especially during calls and follow-ups.
• Previous customer service and/or inside sales experience preferred.
• Working knowledge of Microsoft Word, Excel, and Outlook required.
• Reliable transportation to and from work.
• Ability to calculate basic math accurately.
• Must pass a seven-year criminal background check.

Nice To Haves

• Previous experience in a call center environment.
• Familiarity with pest control services.

Responsibilities

• Responds to customer inquiries through phone, email, texts, and live chat.
• Aids in the customer service queue to answer inbound/outbound calls.
• Generates/reviews reports on accounts, payment and billing history, and overdue accounts.
• Conducts outbound calls and manages inbound calls to resolve overdue accounts.
• Requests payment of delinquent accounts through various communication methods.
• Reduces delinquency on assigned accounts while meeting company goals.
• Reconciles monthly collections against open accounts and investigates discrepancies.
• Researches billing discrepancies and communicates with the field for accurate billing.
• Reviews and addresses invalid invoice submissions for timely revenue collection.
• Documents and escalates customer feedback to relevant departments.
• Engages customers to qualify calls and determine service needs.
• Creates call back service accounts for current customers.
• Schedules inspections and quality control visits for sales inspectors and technicians.
• Navigates multiple programs simultaneously while maintaining customer conversation.
• Meets or exceeds all minimum performance standards.
• Enters lead information into PestPac and schedules appointments.
• Assists Inside Sales team during high-volume calling hours.
• Builds and maintains strong relationships with branch and service managers, and sales team.
• Provides excellent communication and people skills to enhance customer experiences.
• Performs other projects and duties as assigned.

Benefits

• 8 Company-paid Holidays (Full-Time Only)
• 10 Days of Paid-Time Off (Full-Time Only)
• Company-Paid group life insurance, Short-Term & Long-Term Disability (Full-Time Only)
• Medical, Dental, and Vision plans (Full-Time Only)
• Retirement Plans with Company match including 401k up to 5%
• Employee Assistance Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED