Customer Service Representative (On-Site, Greenville, SC) - Training Begins June 24, 2024

*ONE WEEK OF TRAINING BEGINS ON JUNE 17*

The Customer Service Representative will provide world class customer service and sales support by responding to customers’ requests, courteously and professionally. The Customer Service Representative 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.

Essential Functions, Duties, and Responsibilities

Tasks may include, but are not limited to the following:

• 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.

• 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.

• Additional projects as assigned.

Required Qualifications: Education, Experience, and Skills

• High School diploma or equivalent.

• 2 years of Customer Service Representative experience 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.

• Must be able to pass company drug screen and/or substance abuse testing.

Associated Knowledge, Skills, and Abilities

• Ability to use a multi-line telephone system, scanner, and printer.

• Ability to define problems, collect data, establish facts, and draw conclusions.

• Ability to interpret an extensive variety of information and deal with abstract and concrete variables.

• Can multitask while maintaining a pleasant, friendly conversation.

• Proficiency in PestPac is ideal.

• Ability to establish strong internal and external relationships.

• Positive, outgoing, results oriented, ambitious, team player.

License/Certification

Preferred: N/A

Working Environment

Work is performed in a typical interior office setting with moderate noise levels in addition to managing multiple projects at one time that may be interrupted frequently to meet the needs and request of employees, customers, and management or VP-level or higher.

Working Conditions/Physical Requirements

Physical activities include using fingers to type, etc., talking, and hearing in a sedentary work environment. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or fabrication parts at distances close to the eyes.

Equipment or Machines Routinely Used in This Position

Required to use keyboard, mouse, and other electronic accessories in addition to monitors, computers, laptops, mobile devices, tablets, presentations remotes, televisions, printers, scanners, postage meter, multi-line phone, headset, or Bluetooth related devices.

Review Procedures

A regular review and evaluation of the employee’s work performance will be conducted.