Customer Success Agent

Job Description

Job Description

Description:

Economy Extermiators is seeking a Customer Success Agent to join our team! We are a family owned and operated local pest control comapny that has been serving the Raleigh Durham area for over 40 years. We are looking for an energetic self starter to joing our team in Apex.

General Summary:

Provides friendly, knowledgeable, and prompt support for customers to achieve required performance outcomes. Coordinates' efforts of service, management, and administrative teams. Manages pest control routes through service scheduling (regular services, extra services, new starts). Follows up with customers to check satisfaction. Evaluates new pest control customers’ needs, proposes proper pest control solutions, and closes sales. Serves as back-up support in absence of administrative personnel.

To qualify for employment individuals must meet the basic qualifications and be able to perform the required competencies. Reasonable accommodations may be made to help people with disabilities perform in this position.

Required Competencies:

ROUTING SUPPORT

• Schedules regular and initial services.
• Manages initial service schedules, contracts and completes paperwork.
• Takes calls requesting extra services and schedules appropriately.

INFORMATION FLOW

• Serves as liaison between customers, technicians, and service and administrative teams.

SERVICE SUPPORT

• Identifies and communicates serious problems to the management.
• Follows up to ensure satisfactory service (“1 call resolution”)
• Produces information and summarizes service activities for reports.

RECEPTION

• Assists with telephone answering as necessary due to administrative absence or high call volumes.

TEAMWORK

• Attends and participates in company training meetings.
• Assists in training other Customer Service Representatives, and others, as requested.

TECHNICAL

• Effectively utilizes IT, hardware, and software programs used in the Company, and coaches others.

OTHER

• Performs other duties as required.
• Works required Saturdays. (March through September)

Basic Qualifications - Required:

• Read, write, speak, and comprehend English
• At least 18 years of age
• Legal to work in the U.S.
• Possess high school diploma or G.E.D.
• Reliable transportation to and from work
• Available to work required days and times
• Free of any illegal drug use

Basic Qualifications - Preferred:

• 2-year college degree
• 1+ year’s successful experience in office environment

Required Knowledge:

• Reading, writing, and speaking English, and basic mathematics
• Communication technologies such as e-mail and web
• Organizing and prioritizing tasks and time
• Common business software (word processing, spreadsheets, e-mail, web) and Pestpac
• Common office equipment such as copiers, printers, faxes, computers, etc.
• Service scheduling software
• Common business software (word processing, spreadsheets, e-mail, web)

Required Skills:

• Reading, writing, and arithmetic
• Organizing and managing time
• Receiving incoming customer calls
• Data entry and database management
• Scheduling services using scheduling software
• Typing 70 words per minute