Customer Service Representative

Job Description

Job Description

General Description:

Customer Service Representatives (CSR) are the first line of communication with a prospective customer. The Customer Service Representative provides professional, friendly, cordial service to clients, responsible for fielding customer calls, assisting customers in scheduling service appointments, resolving concerns, and work to build strong relationships with customers.

Responsibilities/Essential Functions:

1. Able to problem solve and communicate effectively with customers, office staff and service managers.
2. Highly dependable, responsible, self-starter able to work well independently and a strong work ethic.
3. Ability to prioritize and handle multiple tasks and projects concurrently.
4. Ensure all work is performed in conjunction with established policies and procedures to provide consistent and quality service to each customer.
5. Answer multi-line telephone in timely and cheerful manner.
6. Document all activities in current software and on appropriate reporting forms.
7. Paperwork follow-up, filing and other clerical responsibilities.
8. Dedicate time and attention to assisting customers using proper phone etiquette, answer questions and ensure that the customer feels their needs have been met or exceeded.
9. Work with other office staff members to ensure documentation and customer information is entered and tracked properly.
10. Provide general administrative and clerical support including mailing, scanning, faxing, and copying to management.
11. Maintains customer records by updating account information.
12. Perform data entry and scan documents.
13. Answer incoming calls and provide first level support or guidance to clients.
14. Scheduling appointment for leads and services.
15. Confirm appointments at least a week in advance.
16. All day-to-day operation matters.
17. Responds promptly to inquiries from prospective customers. Maintains prospect and customer records in an organized and thorough manner.
18. Work to exceed client expectations; Make suggestions to client on how to avoid pest problems when appropriate.
19. Respond to client complaints as quickly as possible after receiving notification.
20. Work flexible schedule as required to meet client expectations, including weekends, during peak season.
21. Work in a safe manner by state requirements, OSHA, and APS policies and procedures
22. Communicate regularly with the office manager. Complete paperwork accurately and timely.
23. Participate fully in training opportunities provided to enhance knowledge and to meet requirements.

Education, Experience and Requirements:

• High school diploma or equivalent.
• An excellent phone manner and strong verbal communication skills
• A high level of attention to detail with excellent follow-up and organizational skills
• Ability to learn concepts and pest control industry related technical information.
• Must be willing to work extended hours and Saturdays when necessary.
• Must be a team player and demonstrates a positive attitude towards work.
• Diligently checks work to ensure that all essential details have been considered, notices errors or inconsistencies, and takes prompt, thorough action to correct errors.
• Behaves consistently and predictable – reliable, responsible, and dependable in fulfilling obligations.

• Ability to develop long-term customer relationships.

• Intermediate proficiency with computer programs such as Excel, Word, Microsoft Outlook, type at least 30 wpm and database management; ServSuite experience a plus.
• Excellent time, project, and people management skills
• Strong internal and external customer service skills