Overview
Customer Success Agent Jobs in Charlotte, USA at Economy Exterminators Inc
Position: Customer Success Agent – $1,500 Sign on Bonus
Description:
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
Required Competencies:
ROUTING SUPPORT
- Manages initial service schedules, contracts and completes paperwork.
- Takes calls requesting extra services and schedules appropriately.
SALES SUPPORT
- Receives calls from prospective customers, defines their pest control needs and sets up sales inspector appointments.
INFORMATION FLOW
- Serves as liaison between customers, technicians, and service and administrative teams.
COLLECTIONS
- Makes calls to collect past due amounts.
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
Required Performance Outcomes:
- Meaningful notes of customer interactions in Pest Pac
- Services scheduled to maximize productivity while meeting customer expectations
- Recognizes customers’ concerns and makes sure they are 100% satisfied
- Friendly and helpful telephone demeanor.
Requirements:
Basic Qualifications – Required:
- Read, write, speak, and comprehend English
- Reliable transportation to and from work
- Available to work required days and times
Basic Qualifications – Preferred:
- 1+ year’s successful experience in office environment
Required Credentials/Certification(s):
- MCP (Microsoft Certified Professional) or other MS certification not required, but preferred
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.
- Common business software (word processing, spreadsheets, e-mail, web)
Required Skills:
- Calming upset customers, and resolving their issues
- Scheduling services using scheduling software
Required Physical Abilities:
- Sit, hear, touch, talk, write, type, see close up, and use computer monitor and keyboard
Compensation details: 17-17 Hourly Wage
Title: Customer Success Agent
Company: Economy Exterminators Inc
Location: Charlotte, USA
Category:
