About this role
Job Description: Principal Responsibilities
• Take customer calls and provide accurate, satisfactory answers to their questions and concerns, sometimes at a high volume. • Assist customers by addressing their inquiries through various digital platforms, including emails, text messages, and chat services, whenever required. • De-escalate situations involving dissatisfied customers, offering patient assistance and support • Assist customers in troubleshooting issues and educating them about our products and services while utilizing the company CRM system. • Evaluate customer accounts, offering updates and details regarding billing, services, warranties, and other account-related matters. • Work together with colleagues and various departments to enhance customer service. • Extend a heartfelt welcome, express understanding, concern, and empathy, while conveying a timely sense of importance and urgency to our customers. • Schedule customer appointments promptly and effectively, ensuring clear communication of the appointment details • Seize opportunities to upsell products when they arise • Meet personal/team qualitative and quantitative targets • Enter information accurately into the computer. • Maintain PestPac consistent with Viking’s standards, including processing all tasks, calls, and leads. • Process payments • Provide back-up support to the incoming calls for the Inside Sales team. • Document and escalate infractions reported by our customers. • Comply with all company policies and procedures with all employees. • Participate in customer service projects on behalf of the department. • Other duties as assigned
Competency/Position Requirements: Knowledge, Skills, & Abilities • Strong communication, both written and verbal, along with active listening skills • Ability to multi-task, prioritize, and follow up • Exceptional interpersonal and rapport-building skills • A patient, positive, and empathetic attitude • Strong time management and organizational skills • Adaptability and flexibility • Comfortable working in fast-paced environments • Problem-Solving/Troubleshooting skills • Advanced Computer literacy; Office 365 and PestPac (preferred) • Phone skills, including familiarity with complex or multi-line phone systems
Education/Experience:
• Previous customer service experience favored. • Pest control customer service experience preferred. • Previous experience with heavy incoming call volume is preferred. • Must be able to walk, sit, stand, & and use the computer and phone for extended period of times. • Ability to work two Saturdays per month as needed. • This list may not be all-inclusive.