What are the responsibilities and job description for the CSR - Customer Service Representative position at Orkin Pest Control of Northern California?
At Orkin, our purpose is to help protect the world where we live, work, and play.
Our Customer Service Specialists are committed to this purpose.
Our Customer Service Specialists are full-time with benefits, fully paid training, competitive wages and the opportunity for career growth. At Orkin, we provide the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers. This position is ideal for the candidate that wants to be a part of a rock-solid company providing a valuable service to our customers while growing your career!
The Successful Customer Service Specialist Will . . .
Demonstrate a strong work ethic and capacity to handle high work volume in a great teamwork environment and:
- Contact customers to schedule and confirm service appointment
- Monitors reoccurring routes
- Manages reoccurring service intervals
- Prepares efficient and effective daily route plan(s) utilizing an electronic routing system and independent judgment
- Applies knowledge of customer needs and route managers classification to assign the appropriate route manager
- Communicates late arrivals to branch manager and service managers
- Resolves scheduling concerns that require immediate attention
- Monitor daily route execution and communicate with branch manager should route deviations occur
- Update route plans when route deviations occur
- Schedule appointments for technicians to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate
- Schedule & communicate with Service Technicians to meet customer requirements
- Perform outbound calls to customers to follow-up on service received
- Perform outbound calls to customers regarding outstanding account balances
- Receive payments from past due customers
- Proficiently navigate a Windows-based & Web-based system to track routes and optimize current & future schedules
- Reschedule unserviced accounts within 24 hours
- Answer inbound customer service calls with an open, friendly greeting
- Utilize strong listening skills and probing questions to identify the customer’s concern and evaluate their needs
- Use strong communication skills to communicate/empathize with customers
- Work well within a team
- Participate in quality assurance processes/programs/initiatives as requested
We Offer…
- Competitive hourly pay
- 401(k) plan with company match
- Paid vacation and sick leave
Why Orkin?
- Founded in 1901, Orkin is a global residential and business service provider who provides the most accurate, comprehensive, and efficient pest management services for both residential and commercial customers
- As the industry leader, we value PEOPLE, PROGRESS and PROFESSIONALISM
- The Pest Management Industry is growing – and is a recession resistant line of business
Requirements: We require the ability to pass a drug screen. Candidates must meet the job requirements and perform job duties with or without accommodations.
Experience
Preferred
- 3 - 4 years: Scheduling or dispatch experience in a service industry a plus
- Less than 1 year(s): Scheduling or dispatch experience in a service industry a plus
- 2 year(s): Proven customer service experience
- 1 year(s): Proficiency in MS Outlook, Word and Excel
Skills
Preferred
- Self-Management
- Communication
- Customer Focus
- Customer Service
- Influencing Others
- Problem Solving Ability
Behaviors
Required
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
- Self-Starter: Inspired to perform without outside help
- Goal Completion: Inspired to perform well by the completion of tasks
Work Remotely
- No
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
Work Location: In person
Salary : $19 - $21