Customer Success Agent

Description

General Summary:

Provides friendly, knowledgeable, and prompt support for customers to achieve required performance outcomes. Coordinates' efforts of service, management, and administrative teams. Manages pest control routes through service scheduling (regular services, extra services, new starts). Follows up with customers to check satisfaction. Evaluates new pest control customers’ needs, proposes proper pest control solutions, and closes sales. Serves as back-up support in absence of administrative personnel.

To qualify for employment individuals must meet the basic qualifications and be able to perform

the required competencies. Reasonable accommodations may be made to help people with 

disabilities perform in this position.

Required Competencies:

ROUTING SUPPORT

•  Schedules regular and initial services.
•  Manages initial service schedules, contracts and completes paperwork.
•  Takes calls requesting extra services and schedules appropriately.

SALES SUPPORT

•  Receives calls from prospective customers, defines their pest control needs and sets up sales inspector appointments.
•  Telemarketing activities October-March

INFORMATION FLOW

•  Serves as liaison between customers, technicians, and service and administrative teams.

COLLECTIONS

•  Makes calls to collect past due amounts.

SERVICE SUPPORT

•  Identifies and communicates serious problems to the management.
•  Follows up to ensure satisfactory service (“1 call resolution”)
•  Produces information and summarizes service activities for reports.

RECEPTION

•  Assists with telephone answering as necessary due to administrative absence or high call volumes.

TEAMWORK

•  Attends and participates in company training meetings.
•  Assists in training other Customer Service Representatives, and others, as requested.

TECHNICAL

•  Effectively utilizes IT, hardware, and software programs used in the Company, and coaches others.

OTHER

•  Performs other duties as required.
•  Works required Saturdays.

Required Performance Outcomes:

•  Cannot go negative on PDO
•  Phones answered within 3 rings
•  Zero complaints
•  Meaningful notes of customer interactions in PestPac
•  Services scheduled to maximize productivity while meeting customer expectations
•  Daily paperwork completed on time
•  Can do, will do, team-fit
•  Recognizes customers’ concerns and makes sure they are 100% satisfied
•  Friendly and helpful telephone demeanor.

Requirements

Basic Qualifications - Required:

•  Read, write, speak, and comprehend English
•  At least 18 years of age
•  Legal to work in the U.S.
•  Possess high school diploma or G.E.D.
•  Reliable transportation to and from work
•  Available to work required days and times
•  Free of any illegal drug use

Basic Qualifications - Preferred:

•  2-year college degree
•  1+ year’s successful experience in office environment

Required Credentials/Certification(s):

•  MCP (Microsoft Certified Professional) or other MS certification not required, but preferred

Required Knowledge:

•  Reading, writing, and speaking English, and basic mathematics
•  Communication technologies such as e-mail and web
•  Organizing and prioritizing tasks and time
•  Common business software (word processing, spreadsheets, e-mail, web) and Pestpac
•  Common office equipment such as copiers, printers, faxes, computers, etc.
•  Service scheduling software
•  Common business software (word processing, spreadsheets, e-mail, web)

Required Skills:

•  Reading, writing, and arithmetic
•  Organizing and managing time
•  Receiving incoming customer calls
•  Calming upset customers, and resolving their issues
•  Data entry and database management
•  Scheduling services using scheduling software
•  Typing 70 words per minute

Required Physical Abilities:

•  Sit, hear, touch, talk, write, type, see close up, and use computer monitor and keyboard