Based in Orlando, Florida, Massey Services is the nation’s fifth largest pest prevention company and the largest privately held family-owned company in the industry. Celebrating 35 consecutive years of profitable growth, Massey Services and its subsidiary organizations employ over 2,300 team members and operate approximately 2,100 vehicles that provide residential and commercial pest prevention, termite protection, landscape and irrigation services to over 650,000 customers from 162 Service Centers throughout Florida, Georgia, Louisiana, Texas, South Carolina, North Carolina and Oklahoma.
Massey Services will be the leader in providing an environmentally responsible and superior service. Our Company will grow by adhering to the highest standards of performance and professionalism.
Massey offers a competitive compensation plan along with an excellent benefits package including:
• Medical, Dental and Vision
• Company paid Life Insurance
• Short & Long Term Disability
• Flexible Spending Account
• 401(K) Retirement Plan with company matching
• Paid vacation, holidays and sick days
• Tuition Reimbursement Program
Massey Services, Inc. is a Drug Free Workplace and Equal Opportunity Employer
SUMMARY OF RESPONSIBILITIES
I. PROJECT A QUALITY IMAGE
• Look, act and sound professional
• Maintain a positive attitude
• Behave in a manner that promotes a positive work environment
II. DELIVER SUPERIOR CUSTOMER SERVICE
• Always be cheerful, courteous and follow through
• Use every customer interaction as an opportunity to build relationships
• Satisfy every customer
III. PRODUCE ACCURATE DOCUMENTATION AND COMPLETE PROCESSES
• Produce quality work within deadlines
• Perform all processes accurately and timely
IV. MEET PRODUCTIVITY STANDARDS
• Work daily to meet individual productivity standards set
V. CONTINUALLY LEARN
• Embrace every opportunity to learn and develop your skills
VI. ESTABLISH TRUSTING RELATIONSHIPS
Always say and do what’s right. Remember, at all times, YOU are the Company!
JOB FUNCTIONS AND DUTIES
I. PROJECT A QUALITY IMAGE
A. All verbal and written communications with internal and external Customers must be professional, polished and within operational and quality guidelines. The tone of written and verbal communications is to exude a “customer service mentality” and sound cheerful and with a willingness to help.
B. Dress Code Policy #308 clearly outlines acceptable professional dress for our organization.
C. Attendance is an integral part of our overall performance and professionalism. Every employee should ensure that they review Police #342 in detail and maintain their attendance within acceptable standards.
II. DELIVER SUPERIOR CUSTOMER SERVICE
A. Customer Concerns/ Service Requests
a. Answer Customer Calls by the second ring and with a smile in your voice. Listen patiently to Customer Concerns and express proper reaction (such as: empathy, enthusiasm, etc.).
B. Leads
a. Answer the lead calls by the second ring and with a smile in your voice. Be professional, cheerful, and courteous and listen carefully.
b. React with a sense of urgency for all lead requests. Schedule same day/ next day unless otherwise requested by the customer or potential customer.
III. PRODUCING ACCURATE AND TIMELY RECORDS
A. Complete all incoming call documentation timely and accurately.
B. Complete personal time sheet daily with accurate time records.
IV. MEET PRODUCTIVITY STANDARDS
A. Meet productivity standards set forth for the team.
**Special Project team member standards will be calculated based on the percentage of time they are on inbound phone responsibility.
V. CONTINUALLY LEARN
I. Other Responsibilities
A. Commitment to Total Customer Satisfaction – always
B. Communicate opportunities for improvement immediately
C. Listen
D. All other duties as assigned.
MINIMUM QUALIFICATIONS – EDUCATION, EXPERIENCE AND/OR TRAINING
Education – High School Diploma or GED Required
Experience – Previous Customer service experienced preferred
Skills- Strong organization and communication skills required. Knowledge of MS Office Software and typing of 45 wpm preferred.
THIS DESCRIPTION MAY NOT BE ALL-INCLUSIVE AND TEAM MEMBERS ARE EXPECTED TO PERFORM ALL OTHER DUTIES AS ASSIGNED AND DIRECTED BY MANAGEMENT. JOB DESCRIPTIONS AND DUTIES MAY BE MODIFIED WHENEVER DEEMED APPROPRIATE BY MANAGEMENT.