Residential Account Representative

Job Description:

Overview

The role of the Residential Account Representative is to focus not just on sales, but on customer service as well as they respond to high-volume inbound customer inquiries. The Representative is expected to become an expert in American Pest's products, services, programs, and pricing. The position manages all aspects of the inbound business-to-consumer journey - handling inbound leads by phone/website submissions/3rd party lead generation software, conducting a consultative needs assessment, documenting customer data in our web-based CRM, providing estimates for services, delivering electronic proposals, and collecting payment information. The Representative schedules services, provides notification of service, and ensures adequate follow-up on open leads. They are also responsible for outbound sales activities and developing a pipeline, providing outstanding customer service all along the way. 

Essential Functions & Responsibilities

• Managing multiple sales leads pipelines using a variety of tools including inbound and outbound phone calls, emails, and text messages
• Using sales flow and pain funnel to identify the specific details of customers’ pest concerns
• Guiding customers to the correct service offerings and closing the sale
• Scheduling correctly and ensuring that customer and service records are complete and clear
• Leveraging all available tools, including Zillow, route maps, tech skills charts, to ensure that the customer information is complete
• Working with field operations to ensure a seamless customer experience
• Other duties as assigned

Qualifications

• 2-3 years in a customer-facing role within the sales or service industry
• Bilingual in English and Spanish (preferred)
• Comfort with learning and using new technology & software/apps (PestPac experience preferred)
• Self-motivated and competitive with a desire to win
• Experience with and examples of problem-solving in a work environment
• The ability to thrive in a fast-paced environment
• The ability to effectively manage your time, prioritizing multiple tasks, maximizing performance while remaining customer-focused i.e. understanding customers’ needs, handling objections, and closing business
• The ability to learn and retain complex pest control industry knowledge (i.e. general pest information, treatment methods, service protocols, etc.) through company provided online, field, and classroom training
• High school diploma (Associate or higher preferred)
• Legal eligibility to work in the U.S.