CSR - Customer Service Representative

Job Title:

• CSR - Customer Service Representative

Job Category:

Clerical

Departments:

Pest Control

Travel Required:

As needed

Location:

32 Adams Street, Fairhaven, MA 02719

Position Type:

Full Time

Reports to:

Michael Ouimette – Vice President

Salary Range:

$18.00

(Based on experience)

Job Description: Route Controller

• Job Summary:
• We are seeking a highly organized and customer-focused individual to join our team as a Route Controller. As a Route Controller, you will be responsible for efficiently routing pest control technicians to service our clients, answering incoming calls, scheduling appointments, and assisting with bill collection. The ideal candidate must possess exceptional communication skills, strong problem-solving abilities, and the ability to handle multiple tasks simultaneously. This role requires attention to detail, effective time management, and a commitment to providing excellent customer service.
• Responsibilities:
• Efficiently route pest control technicians to service clients' locations based on geographical considerations, technician availability, and service requirements.
• Answer incoming phone calls from clients, addressing their inquiries, scheduling appointments, and providing accurate information about our services.
• Make outgoing calls to clients for appointment confirmations, rescheduling, and bill collection.
• Maintain an organized schedule of technician assignments, ensuring efficient use of resources and timely completion of service appointments.
• Collaborate with technicians, providing them with detailed information regarding client locations, service requirements, and special instructions.
• Handle client complaints and issues in a professional and timely manner, escalating to the appropriate supervisor when necessary.
• Maintain accurate and up-to-date records of client interactions, service requests, and technician activities using our CRM system.
• Assist with administrative tasks such as data entry, generating reports, and processing paperwork as needed.
• Stay updated on company policies, procedures, and service offerings to provide accurate and helpful information to clients.
• Work collaboratively with other team members to achieve department goals and provide excellent customer service.
• Qualifications:
• High school diploma or equivalent; additional relevant certifications or coursework is a plus.
• Proven experience in a customer service or administrative role, preferably in a service-oriented industry.
• Excellent verbal and written communication skills, with the ability to articulate information clearly and professionally.
• Strong organizational and multitasking abilities, with a keen eye for detail and accuracy.
• Proficient in using computer systems, including CRM software, scheduling tools, and Microsoft Office applications.
• Ability to remain calm and composed under pressure, handling challenging customer interactions with empathy and professionalism.
• Demonstrated problem-solving skills, with the ability to think quickly and find effective solutions.
• Excellent time management skills, with the ability to prioritize tasks and meet deadlines.
• Strong teamwork and collaboration skills, with the ability to work effectively in a fast-paced, dynamic environment.
• Note: This job description outlines the general nature and level of work performed by individuals assigned to this position. It does not state or imply that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
• We are an equal opportunity employer and welcome applications from all qualified individuals.

Job Type: Full-time

Pay: $19.00 - $21.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Overtime

Shift availability:

• Day Shift (Preferred)

Work Location: In person

Salary : $19 - $21