Customer Service Representative

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