Customer Service Representative - Richmond

Job Description

Job Description

Customer Relations Specialist

Richmond, VA

About Urbanex

Urbanex is a rapidly growing, family and veteran-owned pest control company dedicated to

providing superior service and building a culture of growth, development, and teamwork.

From our humble beginnings in Nashville, Tennessee, in 2015, we're expanding to 14

locations across the country. We're not just about eliminating pests; we're about building

relationships and exceeding customer expectations. Our technicians are friendly,

courteous, and always go the extra mile, as evidenced by our customer testimonials.

At Urbanex, people are our most valuable asset. We invest in training, offer career

development opportunities, and foster a supportive, inclusive work environment where

everyone can thrive. If you're looking to join a company that values its employees and is

committed to making a difference for our customers, Urbanex might be the perfect fit for

you!

Our Core Values

• Play Like a Champion: We choose resilience, positivity, and determination, even when

it's hard. We find enjoyment and purpose in what we do to rise above, stay agile, and

pursue excellence in every situation.

• Unwavering Character: We choose to do the right thing, regardless of the

consequences. We always show up wholeheartedly, embracing vulnerability and

inspiring others by being a good person.

• Commit to Better: We wake up every day with the relentless desire to become better.

We face adversity head-on and inspire others to relate to challenges as opportunities for

growth.

• Wholehearted Connection : We root for one another in success and failure. We build a

community where everyone feels seen, supported, and valued. We meet people where

they are and believe building bridges is better than burning them.

• Belief is Contagious: We rise up by inspiring hope, giving people the freedom to

explore the journey of growth, and rewarding those with the courage to act on their

infinite potential,

About the Role

As a Customer Relations Specialist, you'll be the first point of contact for our customers at

our Nashville branch, playing a vital role in ensuring their satisfaction and

contributing to the branch's success. You will be a customer advocate, addressing

concerns, educating customers on our services, and ensuring they have a positive experience with Urbanex. This role requires a self-starter who can work autonomously,

manage their time effectively, and prioritize a broad set of responsibilities. You will need to

be reliable, honest, hardworking, and maintain a high level of professionalism in all

interactions. Excellent communication skills, both written and verbal, are essential. This is

an in-office position.

Responsibilities

• Answer incoming calls with enthusiasm and professionalism.

• Schedule and reschedule service appointments, ensuring efficient routing and

technician availability.

• Process customer payments accurately and securely, maintaining detailed records

in our CRM system.

• Respond promptly and professionally to customer inquiries via phone, email, and

SMS.

• Proactively follow up with customers to ensure their satisfaction and address any

concerns.

• Educate customers about Urbanex's services, the importance of ongoing pest

control maintenance, and any available promotions.

• Collaborate with branch managers and technicians to coordinate service routes

and resolve customer issues efficiently.

• Handle customer retention tasks, including addressing concerns that might lead to

cancellations and proactively rescheduling appointments.

• Provide feedback to branch managers on customer trends and issues to help

improve service delivery and identify areas for growth.

• Assist branch managers with various tasks and projects as needed, demonstrating

flexibility and a willingness to support the team.

• Maintain accurate and up-to-date customer records in our CRM system.

Qualifications

• Strong customer service skills with a passion for helping others and resolving issues

effectively.

• Excellent verbal and written communication skills, with the ability to communicate

clearly and professionally.

• Exceptional organizational skills and the ability to manage multiple tasks

simultaneously, demonstrating strong time management and prioritization skills.

• Solid problem-solving abilities and a knack for finding creative solutions to

customer challenges.• A team player mentality with a willingness to collaborate and support colleagues in

a fast-paced environment.

• Self-starter with the ability to work autonomously and take initiative.

• Adaptability and a willingness to learn new systems and processes.

• A positive attitude, strong work ethic, and a desire to contribute to a growing

company.

• Proficiency in basic computer skills, including data entry and Microsoft Office Suite.

• Experience with FieldRoutes CRM and Voice for Pest phone systems is a plus, but

not required (we'll train you!).

• Must be reliable, honest, and able to maintain a high degree of professionalism at

all times.

• Must pass a background check and credit check due to the handling of customer

payments.

What We Offer

• Competitive pay ranging from $16 to $22 per hour , based on experience.

•Company-subsidized health, dental, and vision insurance with a generous employer contribution toward premiums, 3 weeks of PTO , 10 company-paid holidays , and your birthday off !

• Opportunity to work in a fast-growing company with a strong focus on employee

development.

• A supportive, team-oriented work environment where your contributions are valued.

• The chance to make a real difference in the lives of our customers by helping them

create a pest-free environment.

Why Urbanex?

Working at Urbanex means being part of a team that's passionate about protecting our

customers' homes and businesses from pests. It means having the opportunity to grow

your skills and advance your career in a supportive and dynamic environment. It means

making a difference in your community, one satisfied customer at a time.

#IST1

Candidates must be willing to complete a background check for this position