[Remote] Customer Experience Representative

Note: The job is a remote job and is open to candidates in USA. Rollins, Inc. is the parent company of HomeTeam, a leading pest management company. They are seeking a Customer Experience Representative who will be responsible for providing positive customer experiences, resolving issues, and ensuring customer satisfaction through various interactions and support tasks.

Responsibilities

  • Provide positive customer experiences that significantly affect the customer’s likelihood to continue to use and buy additional service from HomeTeam Pest Defense
  • The Customer Service Representative regularly communicates with internal and external customers of HomeTeam Pest Defense
  • Provide information to prospects and initiate new service
  • Answer questions, research problems, resolve issues, provide pricing (non-termite), schedule service(s) and provide closure for customers
  • Interact with customers/prospects by scheduling various pest and builder related services using the Route Point software
  • Resolving customer problems with invoices and billing questions
  • Conduct telephone conversations with customers about issues surrounding their service in a professional manner
  • Enter service-related notes in system software
  • Provide general marketing information to prospects and customers as requested
  • Conduct follow-up telephone calls with customers for re-treats, initial services, and current customers as directed
  • Maintain customer files on computer and in filing system
  • Validate technician paperwork for completeness and accuracy
  • File Technician paperwork in customer files
  • Update notes in system with technician and other employee customer information
  • Print, distribute, and review service tickets for technicians
  • Have a basic knowledge of technician’s job and processes of company's treatment processes
  • Properly follow HomeTeam Pest Defense telephone etiquette procedures
  • Ability to calm and diffuse angry customers
  • Escalate appropriate inquiries or problems to managers
  • Collect and reconcile payments received by technicians

Skills

  • Must have 1 year of previous customer service experience
  • Entry level customer service skill and technique
  • Basic / entry level understanding of computers
  • Entry level skill on use of company telephone features and how to use them
  • Must be 18 years or older with a high school diploma or GED

Benefits

  • Comprehensive benefits package including medical, dental, vision
  • Company paid life & AD&D insurance
  • 401(k) plan with company match up to 6%
  • Employee stock purchase plan
  • Paid Time off and holidays
  • Employee discounts
  • Tuition reimbursement
  • Dependent scholarship awards
  • An opportunity to advance within the company
  • Recognition for a job well done
  • A friendly work environment
  • Employee referral bonuses
  • The opportunity for professional growth and respect that comes from working for an industry leader

Company Overview

  • At Rollins, our mission is simple: to become the best service company in the world. It was founded in 1948, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is http://www.rollins.com/.

 

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