1 Escalation Specialist Job in Basking Ridge, NJ
VIKING PEST CONTROL is Hiring an Escalation Specialist Near Basking Ridge, NJ
Key Responsibilities
- Research critical account billing issues and determine a resolution by factoring the revenue, account history, and the customer's recent service experience.
- Work as the partner to the Branch Managers to directly resolve concerns as needed as well as develop best practices for future use.
- Critically reviews action items and assign accounts to a manager or a specific pest control expert is needed by understanding the complexity of the issue and the skills available within the teams.
- Identify reoccurring service failures, research root causes to help track, and partner with technical training team to minimize future.
- Independently determines the accounts needing price adjustments, credit memos, invoice corrections and other billing changes.
- Respond with urgency on priority pesticide exposure calls which includes immediate mitigation steps, compliance reports, and customer care.
- Follow up on negative NPS reviews related to billing or service failure and determine if the customer can be remedied or recommend changes to the company's service processes.
- Respond to account cancelations requests with retention offerings
- Maintained detailed documentation escalation issues, exposures, and resolution within Pestpac in a manner for customer tracking and reporting.
- Proactively analyze key service metrics, provide recommendations, and assist in future improvements.
- Assist with special projects as needed.
- Other duties as assigned.
- Exemplary customer service skills
- High quality judgement
- Ability to understand the profitability implications when determine customer resolution
- Strong sense of urgency and understands when to escalate concerns
- Efficient researching skills
- Strong detail orientation and follow-through
- Strong collaboration skills across teams
- Excellent people/team building skills and management capabilities
- Strong written and oral communication skills with all levels
- High level of self-confidence, flexibility, and integrity
- Entrepreneurial style and doer attitude, self-starter, no hesitation to take on responsibilities beyond the initial scope of the role
- Excellent time management skills with a proven ability to meet deadlines.
- Analytical skills.
- 3 years in a fast-paced customer service role preferred
- Experience building relationships quickly through phone or e-mail
- Experience converting an unsatisfied customer into a satisfied one
- Strong knowledge of pest control protocols
- Expert knowledge of Viking's product offering
- Strong knowledge of PestPac
- Experience with the Microsoft Office Suite
Carrying
Standing
Presenting
Focus for Extended Periods
Sitting
Typing
Talking
Reading
Hearing
Analyzing
Decision Making
Job Posted by ApplicantPro
Job Summary
Full Time
$45k-56k (estimate)
05/31/2024
07/18/2024
vikingpest.com
BASKING RIDGE, NJ
100 - 200
1980
EDWARD BRADBURY
$10M - $50M
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About VIKING PEST CONTROL
Viking Pest is a full-service pest management company with 40 years of experience, offering services for ants, bed bugs, termites, bird control, mice control, and more! Viking's innovative pest control solution, SMART, is a 24/7 intelligent pest monitoring system that can be installed in your home or business. With its own network, SMART keeps an eye on pest activity digitally while communicating to our central office with real-time alerts. Viking Pest also offers a "Pro-Clean Service," Pro-Clean is a Disinfecting & Sanitization service that uses a variety of application methods to thoroughly ...disinfect your home or business effectively reducing the number of bacteria & viruses from common colds, Coronavirus, Influenza, H1N1 and more. For career opportunities or to learn more, visit www.vikingpest.com
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The job skills required for Escalation Specialist include Customer Service, Decision Making, Microsoft Office, Billing, Time Management, Collaboration, etc. Having related job skills and expertise will give you an advantage when applying to be an Escalation Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Escalation Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Escalation Specialist positions, which can be used as a reference in future career path planning. As an Escalation Specialist, it can be promoted into senior positions as a Customer Retention Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Escalation Specialist. You can explore the career advancement for an Escalation Specialist below and select your interested title to get hiring information.
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