Job Description:
Customer Service Representative
Job Summary
The Customer Service Representative is responsible for representing Anticimex Carolinas in a courteous, professional manner. The Customer Service Representative will develop positive relationships with our clients promoting Anticimex Carolinas as the premier company within our industry.
Principal Responsibilities
· Provide stellar customer service from the greeting to the conclusion of the call.
· Displays warm greeting, shows empathy, 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 day and time of appointment to our customers.
· Routing technicians and sales people when scheduling appointments
· Help customers understand their account 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 low, voicemails 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 period of times.
· 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 (67-100%)
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