[Remote] Customer Experience Representative

Note: The job is a remote job and is open to candidates in USA. Rollins, Inc. is the parent company of HomeTeam, a leading pest management company. They are seeking a Customer Experience Representative who will be responsible for providing positive customer experiences, resolving issues, and ensuring customer satisfaction through various interactions and support tasks.ResponsibilitiesProvide positive customer experiences that significantly affect the customer’s likelihood to continue to use and buy additional service from HomeTeam Pest DefenseThe Customer Service Representative regularly communicates with internal and external customers of HomeTeam Pest DefenseProvide information to prospects and initiate new serviceAnswer questions, research problems, resolve issues, provide pricing (non-termite), schedule service(s) and provide closure for customersInteract with customers/prospects by scheduling various pest and builder related services using the Route Point softwareResolving customer problems with invoices and billing questionsConduct telephone conversations with customers about issues surrounding their service in a professional mannerEnter service-related notes in system softwareProvide general marketing information to prospects and customers as requestedConduct follow-up telephone calls with customers for re-treats, initial services, and current customers as directedMaintain customer files on computer and in filing systemValidate technician paperwork for completeness and accuracyFile Technician paperwork in customer filesUpdate notes in system with technician and other employee customer informationPrint, distribute, and review service tickets for techniciansHave a basic knowledge of technician’s job and processes of company's treatment processesProperly follow HomeTeam Pest Defense telephone etiquette proceduresAbility to calm and diffuse angry customersEscalate appropriate inquiries or problems to managersCollect and reconcile payments received by techniciansSkillsMust have 1 year of previous customer service experienceEntry level customer service skill and techniqueBasic / entry level understanding of computersEntry level skill on use of company telephone features and how to use themMust be 18 years or older with a high school diploma or GEDBenefitsComprehensive benefits package including medical, dental, visionCompany paid life & AD&D insurance401(k) plan with company match up to 6%Employee stock purchase planPaid Time off and holidaysEmployee discountsTuition reimbursementDependent scholarship awardsAn opportunity to advance within the companyRecognition for a job well doneA friendly work environmentEmployee referral bonusesThe opportunity for professional growth and respect that comes from working for an industry leaderCompany OverviewAt Rollins, our mission is simple: to become the best service company in the world. It was founded in 1948, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is http://www.rollins.com/.



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