Customer Service Representative

Job Description:

Principal Responsibilities

• Provide stellar customer service from the greeting to the conclusion of the call.
• Displays warm greeting, shows empathy, and demonstrates a sense of urgency appropriately to customers.
• Provide service as stated in the service agreements to our clients in a professional, prompt, courteous manner.
• Schedule appointments for our customers in a timely and efficient manner and communicate appointment details, including the day and time of the appointment, to our customers.
• Routing technicians and salespeople when scheduling appointments
• Help customers understand their accounts, ensuring satisfaction.
• Enter clients' information accurately into the computer.
• Maintain Pestpac consistent with Anticimex Carolinas standards. This includes processing all tasks, calls, and leads.
• Process cash payments that are received by the Customer Service Center or the branch.
• Monitor phone software to ensure that incoming calls have minimal to no wait times, and voicemails are checked.
• Provide back-up support to the incoming calls for the Inside Sales team.
• Document and escalate infractions reported by our customers.
• Comply with all company policies and procedures with all employees.
• Participate in customer service projects on behalf of the department.
• Encourage and foster a harmonious workplace with a positive attitude.
• Collaborate with team members as needed.
• Maintain acceptable attendance and tardiness records.
• Other duties as assigned

Competency/Position Requirements: Knowledge, Skills, & Abilities

• Exceptional verbal and written communication skills
• Committed to accuracy
• Ability to demonstrate flexibility when needed
• Ability to work effectively in PestPac
• Exceptional customer service disposition
• Experience with the MS Office Suite (Excel, Word, PowerPoint, Outlook) required

Education/Experience:

• No experience required.
• Previous customer service experience strongly preferred.
• Previous experience with heavy incoming call volume is preferred.
• Must be able to walk, sit, stand, & and use the computer and phone for extended periods of time.
• Ability to work two Saturdays per month as needed.
• This list may not be all-inclusive.

Physical and Mental Demands

Occasional Demands (1-33%) Frequent Demands (34-66%) Constant Demands %)

Lifting (up to 10 lbs)

Carrying

Standing, Analyzing, Focus for Extended Periods, Sitting Typing Talking Reading

FLSA Status: Non-Exempt

Reports to: Team Lead or CSC Supervisor

Direct Reports: None