Customer Service Support - Rentokil

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POST DATE 9/16/2016
END DATE 10/17/2016

Western Anaheim, PA

Company
Western
Job Classification
Full Time
Company Ref #
2016-6883
AJE Ref #
576197947
Location
Anaheim, PA
Job Type
Regular

JOB DESCRIPTION

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Job Description Template:







Job Details







Title:





Customer Service-Support





Work Level/Grade:













Reports to:





Supervisor



















Classification:





Non Exempt





Created Date:





September 2016









Purpose of Position















The Customer Service Specialist support position is primarily responsible for the support of our Anderson Pest Solutions business. To be the first contact to help resolve customer's pest concerns, billing inquiries, scheduling services, and general customer service. To provide courteous, knowledgeable, and empathic service via phone, email, and chat.









* Communicate with customers via phone, email and chat

* Visual Route Map residential routes

* Monitor technicians schedules daily and correct incorrect scheduling

* Provide feedback to leadership with errors found in scheduling

* Respond to escalated emails and coaching opportunities for incorrect handling of accounts

* Notify customers via phone for their monthly and or quarterly service

* Respond to escalations

* Provide feedback to Customer Service Specialist when accounts are improperly handled

* Assist the Districts with tasks related to technicians schedules and customer accounts

* Responsible for COI's

* Assist Customer Service Specialist with scheduling

* Maintain world class customer service

* Gather information from customers to help identify and solve problems

* Sell the value of our service to our customers

* Assist with other office duties assigned that assist with our day to day operations



Primary of Key Responsibilities







To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:









* Communicate with internal and external customers via phone and email

* Monitor daily technician routes and reschedule services

* Schedule specialty services

* Other general office duties required









Education







Degree/Diploma Obtained





Program of Study





Required/Preferred







High School Diploma or GED



























Experience







Years of Experience





Type of Experience





Required/Preferred







One (1)





Customer Service









* Must be in customer service position within JcEhrlich for a minimum of three (3) months and not be on any disciplinary action within the last three (3) months.

* Minimum typing of 45 WPM

* Have excellent customer service and written communication

* Ability to multi-task in a fast paced environment

* Basis knowledge of excel

* Exceptional organizational skills

* Self-motivator and self-starter

* Exceptional knowledge of IRIS

















Working Conditions







This is an office position that requires 40 hours a week. The two (2) shifts for this position is 8:00am-4:30pm and 8:30am-5:00pm during the weekdays, and mandatory overtime when business needs arise, including working Saturday's. Holiday hours may be required as well based on business needs. Travel may be required















Be the first contact to help resolve customers pest concerns. Our Customer Service Representatives are courteous, knowledgeable and empathetic to the callers anxieties over pests in their homes and businesses. They enjoy making a customer feel confident that their concerns will be handled promptly and professionally.















We prefer to hire representatives with at least 3-5 years of telephone customer service experience and provide a full training program with a clear and achievable Career Advancement path.









We expect our Customer Service Representatives to:











* Maintain good customer relations both on the phone and in person

* Gather information from customers to help identify and solve problems

* Confirm, schedule and re-schedule services for the customer

* Set sales appointments for new customers

* Answer billing questions

* Complete general clerical duties as assigned

* Work as a team with Service and Sales

* Sell the value of our services and suggest upgrades to service

* Smile while talking on the phone



Successful Customer Service Representatives will:









* Have excellent listening and communication skills

* Have a pleasant phone voice and ability to clearly speak and be understood on the phone

* Demonstrate mulit-task skills to enter accurate data and type while speaking with customers

* Remain calm and able to work under pressure when busy and help other team members

* Self manage daily tasks and workload

* Show a high level of personal organizational skills

* Balance customer demands with Service and Sales team requests



We are Proudly an Equal Opportunity Employer!







EOE AA M/F/Vet/Disability















Link to Federal employment poster:







http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf