What are the responsibilities and job description for the Customer Care Admin OAHU 2 position at ALOHA TERMITE KAUAI?
Customer Service Coordinator
Job Summary:
Our Customer Service Coordinator provides valuable support to both our internal customers (our team) and external customers (our clients). Handling incoming/outbound calls, emails, texts and other communications. Following up on leads, sales tracking and providing technician support, for appointment setting. Addressing customer concerns and complaints with Aloha. Assisting with administrative tasks, such as invoices, receivables, collections and general administrative support to the branch team. It is a friendly but fast paced “Ohana” team environment. To service our customers our office team is fully trained on our ServSuite Data Program. This is the hub of our daily activities and administrative applications.
Daily Work Schedule:
Responsibilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. *
Job Location: Onsite- Hawaiian Islands
NOTE: This is not an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.
Job Summary:
Our Customer Service Coordinator provides valuable support to both our internal customers (our team) and external customers (our clients). Handling incoming/outbound calls, emails, texts and other communications. Following up on leads, sales tracking and providing technician support, for appointment setting. Addressing customer concerns and complaints with Aloha. Assisting with administrative tasks, such as invoices, receivables, collections and general administrative support to the branch team. It is a friendly but fast paced “Ohana” team environment. To service our customers our office team is fully trained on our ServSuite Data Program. This is the hub of our daily activities and administrative applications.
Daily Work Schedule:
- Available to work Monday – Friday 8:00am -5:00pm
Responsibilities
- Answer inbound calls within two rings and direct them to respective departments.
- Respond and follow up on customer concerns and requests within 24 hours.Perform account maintenance and support tasks
- Assist customers in scheduling service appointments and resolving concerns.
- Make outbound calls to confirm and reschedule customer appointment as needed.
- Conduct follow-ups via phone and email for pest control and rodent inquiries.
- Provide daily appointment reminder confirmations for next-day service
- Perform outstanding work order clean-ups and paperwork protocols
- Address customer invoicing and billing disputes/concerns to resolution.
- Assisting and supporting field technicians with current day routes and any changes needed.
- Monitor, update and maintain customer information through ServSuite including call details, dispositions of calls, payments, and other information pertinent to the client file, document your dealings with clients on their account notes.
- Oversee schedules for assigned technicians to optimize efficiency and workflow.
- Daily preparation of next-day schedules for technicians and communication with them.
- Weekly routing of the upcoming week for text notifications.
- Monthly routing for the month ahead, preparing for optimization of route schedules.
- Provide pest control & rodent control sales/estimates as allowable.
- Deliver and notify sales agents of leads and sales follow-ups
- Address and schedule sales inquiries promptly, dispatching them to the appropriate team member.
- Schedule leads and/or pest control estimates. Sending it to the appropriate team member.
- Assist sales agents with appointment calls and maintain their schedule.
- Maintain pest control service agreements and proposals.
- Schedule fumigation estimate leads for field service agents.
- Schedule termite trouble calls and prepare paperwork for sales agents
- Schedule vault fumigation reservations or dispatching to the appropriate team member.
- Strong attention to detail
- Can multitask
- Sense of urgency
- Customer Service oriented
- Good phone etiquette
- Excellent communication
- Punctual and reliable attendance
- Works well in a close team environment
- Does the right thing, takes action and adapts to change
- Self-motivates, believes in accountability, focuses on results, makes plans and follows through
- Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
- Thrives on a team, stays positive, lives our aloha values
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. *
- Up to 2/3 of time: standing, walking, lifting up to 25 pounds
- Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing
- Up to 1/3 of time: transport or place up to 25 pounds
- Paid time off
- Paid holidays
- Paid health, dental, and vision insurance.
- 401k retirement plan with company match.
- Paid industry training for career development
- Employee discounts and a great referral program.
Job Location: Onsite- Hawaiian Islands
NOTE: This is not an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.
Salary : $17 - $20
