Position Summary:
The customer service representative’s primary role is to serve customers by providing scheduling, service description, resolving service problems and questions, open and maintain customer account and billing information, recommend potential additional products, complete collections transactions, run reports regarding services and analyze data, and complete other assigned customer related tasks as assigned by the supervisor. It is a requirement that the customer service representative provide initial, ongoing and one-time scheduling for any termite and/or pest controls service including quarterly pest control, termite renewals, termite baiting, rodent monitoring or any other service the customer may need.
Licenses / Certifications: High School Diploma or GED
Reporting Relationships: The customer service representative reports directly to the Customer Service Representative Supervisor, Office Manager
Required Skills:
Language Skills – Ability to read business correspondence, notes and procedure manuals. Ability to interact tactfully and positively with Arrow staff and management. Ability to maintain a high level of confidentiality. Ability to speak effectively to clients or Arrow employees. Skills in written, oral, and non-verbal communication.
Mathematical Skills – Be able to add, subtract, multiply and divide with whole numbers and decimals. Be able to read time on a clock, operate a schedule, use a map
Reasoning Skills – Possesses sufficient deductive reasoning ability to perform job successfully; critically reviews, analyzes, synthesizes, compares and interprets information; draws conclusions from relevant and/or missing information; understands the principles underlying the relationship among facts and applies this understanding when solving problems.
Technology Skills- Experience with a variety of computer programs to include ServeSuite, Microsoft Office, Slack, working knowledge of various applications and general office equipment as postage machine, fax machine, copiers, and time clock.
Customer Service Skills- Communications with employees, customers, and co-workers in professional and courteous manner, maintain professional image of oneself and the organization, exude a positive attitude and work ethic, ability to follow company policies, procedures, and handbook guidelines.
Physical & Sensory Demands: Fair general health and stress coping ability is required.
Position requires the ability to clearly and effectively communicate with all stakeholders (customers, peers, and other team members) as needed for assessment, intervention, and professional development. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception. While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.
Working Conditions:
The individual spends over 95% of his/her time in a well-lit, temperature controlled environment with varying exposure to noise. The position has limited exposure to noxious smells from cleansing agents.
Exposure Risk: The normal routine involves no exposure to blood, body fluids or tissues.
Key Performance Functions:
Operating with a “one company” mindset and interact effectively with employees and customers across the organization to achieve results. This is a team and no one duty falls on one specific scheduler.
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Work to schedule the current month’s renewals or pest control on technicians.
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Pull a paid termite report each week, export to excel and schedule the oldest paid customers first.
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Evaluate all accounts not done on the previous day’s schedule and reschedule those appointments.
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Make any necessary notes in customer’s accounts that is pertinent to a problem or a concern.
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Communicate complaints with a field supervisor. Follow up with supervisor to make sure they spoke with the customer. It is your responsibility to make sure the customer has been taken care of.
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Run report and schedule past due renewals to reach 90% renewal rate on all renewal programs.
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Complete schedules daily. A schedule is full when the technician has reached the daily production goal and/or has filled duration.
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Verify existing customer’s address, current phone number, email address and credit card information.
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Route all scheduled stops in the order that is most efficient for drive time.
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Print all route summaries and work orders daily for technicians.
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Answer incoming phone calls from potential customers and explain service or help get them scheduled. Quote and cross sell pest control services. Do not transfer the customer unless you cannot help them.
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Review and research returned mail on renewal notices.
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Make quality control calls for completed renewal services, Sentricon conversions, one-time services and any other services asked. Give outcome report to manager at the end of the day.
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Fill out contract for pest control sales and either email, mail or fax to party responsible for the bill to obtain signature and payment.
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Run a sales report and print out for office manager by the 10th of each month. The report would include all sales completed and paid for the previous month.
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Listen to messages from answering machine, check email, check slack and return phone calls the same day.
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Answer the phone within three rings.
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Assist with any other projects assigned from a manager/owner
Fiscal Responsibilities: Maintain highest level of confidentiality in regards to customer account information, billing and credit card information.
Safety: Provides an environment conducive to safety for visitors, and staff. Assesses the risks for safety and implements appropriate precautions. Complies with appropriate and approved OSHA safety standards.
Conservation of Resources: Demonstrates an understanding of costs and financial support as they relate to quality and efficiency
Other Duties as Assigned:
Performs other duties as assigned to support the overall effectiveness of the department.
