What are the responsibilities and job description for the Call Center Rep Tier 1 position at Turner Pest Control?
Job Description:
Essential Duties and Responsibilities
This position will serve as the main contact and face of the company for our customers. You will provide outstanding customer service in a timely, upbeat, and friendly manner. For many people, you are their first experience with our company, so making a great first impression is important in this role. You will help customers schedule appointments, assist with general billing questions, and provide an overall great experience in helping customers with their needs. After each interaction, we want to make the customer feel valued and appreciated.
- Answer billing questions, schedule services, address concerns
- Assist technicians with customer accounts
- Make outbound calls regarding billing and setting up appointments
- Monitor emails and respond to customers via email in a timely fashion
- Deescalate calls or direct them to the proper department for assistance
- Communicate closely with the field team, managers, sales team, and other departments
- Educate customers on service plans, minor pest knowledge, and general information
- Assist your teammates and managers whenever needed
- Practice honesty, integrity, and passion every day
- Assist customers with a friendly, upbeat, and helpful attitude each time
- Resolve customer calls or emails in a timely and accurate fashion
- Communicate and share information in a professional and kind manner among other teammates while following the manager’s instructions
- Take the initiative to problem solve, research, investigate, and come up with solutions for customers’ concerns
- Utilize and become familiar with technology new and old. Use Microsoft Teams, Outlook, Front, routing software, and other programs that are crucial to our Customer Care Center
- Other tasks as assigned
Qualifications and Education Requirements
- One or more years of administrative/office experience
- Strong verbal and written communication skills
Required Skills
- Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- The ability to multi-task and thrive in a fast-paced environment
- The ability to effectively manage your time, prioritize multiple tasks, and maximize performance while remaining customer-focused
- High School Diploma or equivalent
Preferred Skills
- One year call center experience
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer
Supervisory Responsibilities
- N/A
Job Type: Full-time
Work Location: In person
