What are the responsibilities and job description for the Customer Care Representative position at Pest Czar?
Customer Service Representative (full-time, mostly remote)
ABOUT THE ROLE
As Customer Care Representative, you'll interact with customers and teammates - MOSTLY from the comfort of your own home! Pest Czar’s Customer Care Representatives act as ambassadors for the brand, services, and company we represent - answering questions, providing solutions, managing tasks with high attention to detail. We are dedicated to offering a positive environment and providing excellent service to our customers. If you fit our purpose and values and can be coached, we want you!
Our Purpose: Giving your property back to YOU
Our Niche: To provide exceptional customer service and results in pest control
Company Values:
Reputation and Integrity
Be Prepared
Clearly Communicate
Be Positive
Be Safe
REQUIREMENTS
Duties:
- Provide the best customer service to residential and commercial customers in the Baltimore metro area
- Listen to and understand customer problems, requests and instructions
- Learn all Pest Czar services, explain services to customers and send agreements
- Set up customer appointments from start to finish
- Respond to inbound customer calls, emails, and chats as soon as possible
- Contact customers who are due for services, have pending agreements, or owe payments
- Clearly explain our services and billing to potential and existing customers
- Use customer service software, email, web phone systems, and different online platforms to communicate with customers
- Clearly communicate any instructions or notes on customer interactions
- Correctly set up customer accounts, subscriptions and billing preferences
- Ensure invoices and services are accurate and accounts are charged appropriately
- Route services in most efficient way
- Investigate and resolve discrepancies/issues in customer accounts
- Other projects may include helping marketing or sales efforts, creating or reviewing customer reports, etc.
Qualifications:
- 1-2 years customer service experience
- Advanced verbal and written communication skills
- Excellent time management and organizational skills
- Attention to detail and accuracy
- Ability to stay focused and responsive while completing a to-do list
- An upbeat and eager attitude
- A habit of meeting or exceeding goals
- Must be able to learn from remote video trainings, Zoom calls, phone calls, and occasional in person supervision as required
- Proficient with online tools like Zoom, Google Docs, Google Sheets, Podium, webphones
- Must meet Quality Pro standards. Background check and drug test required.
Work from home requirements:
- You must be working at a computer and phone during your scheduled shift
- Your residence must be able to have low noise levels during your scheduled shift
- Reliable internet access
- Pest Czar can provide a company laptop, phone and headset
- Cannot have other distractions or obligations during your shift
- Use of company phone/headset
- Meet with co-workers for meetings or trainings occasionally, at least 4-5 times a year
- May also need to check office for mail/deliveries weekly
Alternating A/B work schedule (with one hour unpaid lunch break on the 8-5 days):
Week A: Mon-Fri 8-5
Week B: Mon-Thurs 8-5, Fri 8-12 and Sat 8-12.
COMPENSATION AND BENEFITS
- Starting pay $18.75/hr and up, commensurate with experience
- The flexibility to work from home
- Vacation days, personal days, sick days
- Option to enroll in health care plan. Pest Czar pays 65% of your monthly premium
- Option to enroll in Simple Plan IRA retirement account
- Opportunities for growth, bonuses
Salary : $19