Customer Service Professional

The Customer Service Professional will provide world class customer service and sales support by responding to customers’ requests, courteously and professionally. The Customer Service Professional handles both inbound and outbound customer service-related calls, sets up call back services for current customer accounts, maintains current customer accounts, and documents all pertinent notes in each customer’s account.

Your Rewards

• 8 Company-paid Holidays (Full-Time Only)
• 10 Days of Paid-Time Off (Full-Time Only)
• Company-Paid group life insurance, Short-Term & Long-Term Disability (Full-Time Only)
• Medical, Dental, and Vision plans (Full-Time Only)
• Retirement Plans with Company match including 401k up to 5%
• Employee Assistance Programs

Your Responsibilities

• Answering and managing inbound/outbound customer service-related calls.
• Engaging customers in conversation to qualify each call, determine customer service needs and provide information on Rocket’s products and services following call flow guidelines.
• Attaining performance metrics.
• Creating call back service accounts for current customers.
• Collecting payments and applying to proper account.
• Scheduling inspections and/or quality control visits for sales inspectors and technicians.
• Navigating multiple programs simultaneously, entering data in real time, placing orders, searching existing accounts, all while comfortably maintaining a friendly conversation.
• Meeting or exceeding all minimum performance standards.
• Attaining monthly development plan goals regularly.
• Documenting all customer calls accurately in PestPac and forwarding them to appropriate department.
• Entering lead information into PestPac accurately and scheduling appointments.
• Assisting Inside Sales team with inbound callers during high-volume peak calling hours.
• Resolving billing issues, offering resolutions, and applying credits/adjustments, when appropriate.
• Build and maintain strong relationships with the Branch and Service Managers, service professionals, administrative staff, and sales team.
• Developing effective communication with branches to continuously improve customer experiences.
• Providing excellent communication and people skills to build trust and create positive customer experiences by emphasizing customer satisfaction.
• Providing and performing other projects and duties as assigned.

Our Requirements

• High School diploma or equivalent.
• Customer service, billing, or collections and interpersonal skills required.
• Must have excellent written and verbal communication, with emphasis during telephone calls, follow-ups, and correspondence.
• Previous customer service and/or inside sales experience is preferred.
• Working knowledge of Microsoft Word, Excel and Outlook required.
• Reliable transportation to and from work.
• Ability to calculate basic math.
• Must be able to pass a seven-year criminal background check.