What are the responsibilities and job description for the Customer Success Specialist position at Go-Forth Pest Control and Careers?
About Go-Forth Home Services
First and foremost your core values should align with ours:
Give A Crap - Delight others by owning your role and saying yes. Take pride in how you appear & act & every other detail of the job. Be on time, attentive, & enthusiastic. Act as if the buck stops with you on every aspect of the job.
Chase Perfection - Chase perfection knowing full well we will not reach it, but along the way we will catch excellence. Have a sense of urgency; Go-Forth Time - right now might be the only time you have to get it right.
Dig Deeper - Be an action-oriented professional that makes decisions based on evidence rather than stories & assumptions. Stay curious. Data can speak for itself. Understand the cause of the fire rather than rushing to extinguish it.
Fight For Simplicity - Keep it simple & consistent. Focus on how things should be done every time.
Face it, Fix It - Confront challenges directly and address issues head-on. A bias for action and powerful conversations drive our progress. It’s about getting it right rather than being right.
GROW!-Growth is our purpose. Growing as people & growing our business.
OVERVIEW:
Go-Forth Pest Control is seeking a dedicated Customer Success Specialist to join our centralized contact center operations team in High Point, NC. This role focuses on providing exceptional support to existing customers through various communication channels, resolving issues, ensuring timely payments, enhancing customer retention, and driving sales opportunities with current clients. The ideal candidate is proactive, detail-oriented, and committed to embodying the company’s core values while delivering outstanding service to our valued clients.
Customer Support via Multiple Channels: Respond to inbound calls, SMS, chat, and email inquiries from existing customers, providing prompt and professional assistance to resolve their concerns.
Issue Resolution: Address customer complaints, troubleshoot issues, and escalate complex cases to the office manager or regional managers as needed, ensuring a high level of customer satisfaction.
Customer Retention: Actively listen to customer concerns, educate them on the value of Go-Forth Pest Control’s services, negotiate solutions, and implement retention strategies to maintain strong relationships.
Sales to Existing Customers: Identify opportunities to upsell or cross-sell additional pest control services or service plan upgrades to existing customers to enhance account value and customer satisfaction.
Scheduling and Coordination: Schedule and reschedule service appointments for pest and termite technicians based on customer requests, ensuring accurate transcription of notes for field staff.
Collections and Payment Processing: Monitor accounts daily, contact clients regarding overdue payments, process payments and refunds, and resolve billing or credit issues to encourage timely payments.
Documentation and CRM Management: Maintain accurate and detailed customer records in the CRM platform, including payment methods, appointment notes, task assignments, and account status updates.
Customer Feedback and Reporting: Send one podium customer review per day, compile reports on collection activities, retention efforts, sales outcomes, and customer feedback, and provide internal suggestions to improve client retention.
Team Collaboration: Assist the office manager with administrative tasks and support other contact center duties as assigned, demonstrating a team-oriented mindset.
Compliance with Procedures: Follow company scripts and internal procedures for customer interactions, including sales and service protocols, ensuring consistency and professionalism while living the company’s core values.
Other Duties as Assigned: Perform additional tasks as directed by management to support the contact center’s operations and company objectives.
Requirements
Communication Skills: Excellent verbal and written communication skills across phone, SMS, chat, and email channels, with strong active listening and conflict resolution abilities.
Technical Proficiency: Fluent in using multiple PC-based applications (CRM, Google Sheets, Gmail) and able to type at least 40 words per minute.
Organizational Skills: Strong organizational skills with the ability to multitask, navigate multiple applications with speed and accuracy, and manage time effectively under pressure.
Professional Attributes: Patience, empathy, and the ability to maintain professionalism in high-pressure situations. Openness to coaching, feedback, and continuous improvement.
Teamwork and Independence: Ability to work collaboratively in a team environment while also being self-directed and proactive.
Knowledge: Familiarity with billing procedures, collection techniques, sales strategies for existing clients, and relevant laws and regulations.
Education & Experience
High school diploma or GED required.
2 years of experience in customer support, account management, collections, or office administration, preferably in a fast-paced, customer-centric environment.
Bachelor’sdegree in sales, marketing, or a related field is preferred but not required.
Physical Requirements
Ability to remain seated for up to 8 hours per day.
Ability to enter text or data into a computer or other machine using a traditional keyboard with speed and accuracy.
Location
Go-Forth Pest Control offers services throughout regions of North Carolina, South Carolina, and Virginia. The main office is located in High Point, NC. A reasonable commute or willingness to relocate before starting work is required.