Customer Service Specialist

Responsibilities
As a Customer Service Specialist, you'll play a pivotal role in ensuring every customer has an experience that's the best in pests. You will field incoming requests, schedule service visits and maintain efficient routes that reduce drive time for Orkin Pros. Leading with empathy and a service mindset, you'll keep integrity and excellence at the forefront as you coordinate service, resolve issues and support overall satisfaction to help your branch maintain and grow customers.

You will

• Answer incoming calls and make outbound calls to customers to schedule, confirm and follow up on service appointments.
• Proficiently navigate a Windows-based & Web-based system to track routes and optimize current and future schedules—don't worry, we will train you!
• Apply expertise developed in training to schedule appointments for technicians to efficiently minimize drive time and/or distance as needed and recommend alternative routes when appropriate
• Use your sharp listening skills and probing questions to identify the customer's concern and evaluate their needs
• Monitor, update and maintain customer database with accurate customer information including call details, disposition of calls, payments, and other results
• Reschedule unserviced accounts within 24 hours
• Participate in quality assurance processes, programs and initiatives
• Safeguards customer's privacy and other proprietary information

Minimum Requirements:

• Previous experience in Customer Service or Sales preferred
• High School Diploma or equivalent required
• Excellent interpersonal and communication skills
• Basic computer skills in various software and web-based applications
• Proficient in Microsoft Office
• Strong attention to detail and follow through
• Demonstrated ability to prioritize tasks and manage time efficiently

Responsibilities:

• Managing incoming customer calls
• Entering sales
• Scheduling
• Dispatching to orkin pros
• Monitoring branch emails
• Handling customer concerns (resolving issues, following up)
• Managing main phone line (internal calls, confirming with customers)
• Managing a company cell phone during work hours
• Occasional outgoing calls for payments
• General administrative tasks

Required Skills/Experience:

• Familiarity with basic Office software (Excel, Word)
• Quick learner
• Takes initiative
• Asks questions when unsure
• Friendly, kind, efficient
• Dependable and reliable
• Communicates clearly internally and externally
• Experience interacting with customers
• Routing experience or experience with a service organization
• Ability to work in a fast-paced environment
• Works well with others

Equipment/Access:

• Will manage a landline and company cell phone, and may require a key to the office.

Physical Demands / Working Environment:
Candidates must meet physical job requirements and safely perform the job duties with or without accommodations:

• Must be comfortable sitting at a desk and working with a computer, keyboard, telephone, and other office equipment for extended periods of time.
• Be able to regularly lift and/or move up to 25 pounds.