Thrasher Termite & Pest Control of So Cal, Inc.
Customer Service Representative
Thrasher Termite & Pest Control of So Cal, Inc., San Diego, California, United States, 92189
Overview
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Customer Service Representative
role at
Thrasher Termite & Pest Control of So Cal, Inc.
Full-time Description
EVERY EMPLOYEE IS EXPECTED TO UPHOLD OUR CORE VALUES
Here to Help Attitude | Deliver Quality | Protect Health | Value Education | Embrace Transparency
Accountability This position is accountable for:
Responding promptly to customer inquiries
Turning inquiries into scheduled inspections or services
Resolving Level 1 customer issues
Entering and maintaining customer data
Communicating and escalating issues reported by field staff
Essential Duties
Respond promptly to inquiries (35%)
Answer inquiries in a timely manner across all platforms: voice, text, email, social media messages
Document all contacts and conversations in customer database
Use active listening to ensure understanding of issues, respond with accurate information about services and pests with the goal of turning inquiries into interested customers
Turn inquiries into scheduled inspections or services
Support marketing plans
Support Current Customers (35%)
Input and maintain customer data, including documenting all conversations in the customer database
Process payments
Resolve Level 1 customer issues, including changing appointments, scheduling retreat or follow-up appointments, correcting the customer account records, and other issues. Escalate complaints as necessary.
Respond to technician alerts, phone calls and Teams messages
Complete assigned tasks daily
Support Pest Control Technicians (10%)
Communicate, document, and escalate issues reported by field staff
Here to Help Attitude: Other Duties (15%)
Assist other departments as needed
Communicate with teammates and supervision/management to promote organization
Escalate issues as necessary
Cover for other teammates as needed
Other duties as assigned. Note: this description is not a comprehensive listing of activities, duties, or responsibilities.
Value Education (5%)
Use the LMS (Learning Management System) and complete assigned classes
Actively attend company meetings and company training
Maintain assigned company equipment
Work Environment and Physical Demands The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities.
Sitting at a desk for long periods
Answering and making calls on the telephone/headset for long periods
Using a keyboard to document interactions for long periods
Looking at a computer monitor for long periods
Occasionally standing, walking, climbing stairs, reaching and stooping
Lifting up to 20 lbs
Exposure to low to moderate noise in the office
Adherence to safety instructions, rules, policies, and procedures with safety devices and equipment
Safety Policies
Comply with all company policies, safety program guidelines, OSHA laws and regulations
Comply with all county and company guidelines for Covid-19 and other communicable diseases
Qualifications Work Experience
Preferred: two (2) years of call center experience
Preferred: one (1) year in the termite and pest control business
Key Skills Set
Maintain confidentiality
Excellent written and oral communication skills
Strong organizational, time-management, and problem-solving skills; able to meet tight deadlines
Take initiative
Strong attention to detail
Preferred: Bilingual English and Spanish at a conversational level
Familiar with or willing to learn chemicals, equipment, and procedures in pest control
Able to adjust to a schedule based on client needs
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Consumer Services
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Customer Service Representative
role at
Thrasher Termite & Pest Control of So Cal, Inc.
Full-time Description
EVERY EMPLOYEE IS EXPECTED TO UPHOLD OUR CORE VALUES
Here to Help Attitude | Deliver Quality | Protect Health | Value Education | Embrace Transparency
Accountability This position is accountable for:
Responding promptly to customer inquiries
Turning inquiries into scheduled inspections or services
Resolving Level 1 customer issues
Entering and maintaining customer data
Communicating and escalating issues reported by field staff
Essential Duties
Respond promptly to inquiries (35%)
Answer inquiries in a timely manner across all platforms: voice, text, email, social media messages
Document all contacts and conversations in customer database
Use active listening to ensure understanding of issues, respond with accurate information about services and pests with the goal of turning inquiries into interested customers
Turn inquiries into scheduled inspections or services
Support marketing plans
Support Current Customers (35%)
Input and maintain customer data, including documenting all conversations in the customer database
Process payments
Resolve Level 1 customer issues, including changing appointments, scheduling retreat or follow-up appointments, correcting the customer account records, and other issues. Escalate complaints as necessary.
Respond to technician alerts, phone calls and Teams messages
Complete assigned tasks daily
Support Pest Control Technicians (10%)
Communicate, document, and escalate issues reported by field staff
Here to Help Attitude: Other Duties (15%)
Assist other departments as needed
Communicate with teammates and supervision/management to promote organization
Escalate issues as necessary
Cover for other teammates as needed
Other duties as assigned. Note: this description is not a comprehensive listing of activities, duties, or responsibilities.
Value Education (5%)
Use the LMS (Learning Management System) and complete assigned classes
Actively attend company meetings and company training
Maintain assigned company equipment
Work Environment and Physical Demands The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities.
Sitting at a desk for long periods
Answering and making calls on the telephone/headset for long periods
Using a keyboard to document interactions for long periods
Looking at a computer monitor for long periods
Occasionally standing, walking, climbing stairs, reaching and stooping
Lifting up to 20 lbs
Exposure to low to moderate noise in the office
Adherence to safety instructions, rules, policies, and procedures with safety devices and equipment
Safety Policies
Comply with all company policies, safety program guidelines, OSHA laws and regulations
Comply with all county and company guidelines for Covid-19 and other communicable diseases
Qualifications Work Experience
Preferred: two (2) years of call center experience
Preferred: one (1) year in the termite and pest control business
Key Skills Set
Maintain confidentiality
Excellent written and oral communication skills
Strong organizational, time-management, and problem-solving skills; able to meet tight deadlines
Take initiative
Strong attention to detail
Preferred: Bilingual English and Spanish at a conversational level
Familiar with or willing to learn chemicals, equipment, and procedures in pest control
Able to adjust to a schedule based on client needs
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Consumer Services
#J-18808-Ljbffr