Senior Customer Service Representative

We are looking for an experienced and highly skilled Senior Customer Service Representative to lead our customer service team in delivering exceptional support to our pest control clients. In this role, you will handle complex customer interactions, mentor junior team members, and play a key role in streamlining service processes. You will contribute to maintaining high customer satisfaction and ensuring the smooth operation of our service department.

Key Responsibilities: 

• Advanced Customer Support:

  • Address and resolve escalated customer inquiries and complaints regarding pest control services, scheduling, and billing.
  • Serve as a subject matter expert on the company’s services, processes, and policies.
  • Build and maintain positive relationships with high-priority customers.

• Leadership and Mentorship:

  • Provide guidance and training to junior customer service representatives to enhance team performance.
  • Monitor team interactions with customers to ensure quality and adherence to company standards.
  • Act as a role model in delivering exceptional customer service.

• Process Optimization:

  • Identify areas for improvement in customer service procedures and suggest solutions to enhance efficiency and effectiveness.
  • Assist in developing and implementing updated training materials and protocols.

• Scheduling and Coordination:

  • Oversee appointment scheduling to ensure optimal technician utilization and customer satisfaction.
  • Manage complex scheduling conflicts and provide solutions to meet customer needs.

• Data Management and Reporting:

  • Maintain and audit accurate customer records, service logs, and account information.
  • Prepare reports on customer service metrics, team performance, and customer feedback for management review.

• Retention and Upselling:

  • Lead follow-up efforts to ensure customer satisfaction and encourage repeat business.
  • Proactively identify opportunities to upsell additional services or preventive maintenance packages.

• Collaboration:

  • Act as a liaison between customers, technicians, and management to ensure seamless service delivery.
  • Participate in strategic planning to align customer service goals with company objectives

Qualifications:

• High school diploma or equivalent; a degree in business administration, communications, or related fields is a plus.
• Minimum of 3–5 years of experience in a customer service role, preferably in the pest control or service industry.
• Strong leadership skills and experience mentoring or supervising team members.
• Proficient in using customer relationship management (CRM) software and office applications.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to handle high-pressure situations and resolve issues efficiently.
• Detail-oriented with strong organizational and multitasking abilities.