Region Customer Relations Specialist at Critter Control Operations, Inc. in Salt Lake City, Utah

Job Description:

Job Description:

The objective of the Regional Customer Relations position is to provide excellent service to the Region’s existing customers and provide resolution to their needs and concerns in a single call (One Call Resolution) and in a professional manner.

Duties and Responsibilities

• Answer incoming calls from existing customers, and track open issues to inform them of plan/resolution status, update when needed and follow-up with customer to ensure resolution satisfaction


• Able to speak knowledgeably to a customer’s concern or issue


• Be proficient to work within the current CRM (Servsuite) to document issues


• Research required information using accessible resources


• Identify escalating priority issues and report it up the proper chain of command, and perform a follow-up call with customer to ensure resolution of the issue


• Maintain/exceed productivity goals and performance measures set by the Region


• Conduct outbound contact calls for customers who have newly completed jobs, and 0-7-day AR to ensure customer satisfaction


• Make out-going calls as needed to customers and team regarding special circumstances including weather, schedule changes, and other unusual events


• Assist customers as needed in making payments or setting up auto-billing


• Assist RSM/RM/DM in summarizing trends, remaining open issues, reoccurring issues in districts and regions


• Follow-up with L360/Podium customers to initiate a plan of action with at-risk customers

Required Experience

• One-year experience in a call center/customer service environment, or equivalent field experience in Wildlife/Pest Control


• Knowledge of customer service principles and practices,


• Good data entry and verbal skills; type 45 wpm or more


• Proficient in relevant computer applications

Required Skills

• Ability to de-escalate an upset customer


• Must be able to work overtime during the company’s peak season


• Must have the ability to be flexible in scheduling


• Attention to detail


• Teamwork


• Problem Analysis and Resourcefulness


• Professionalism


• Adaptability


• Able to react effectively and calmly in a stressful situation


• Excellent organizational skills


• Able to coordinate activities with multiple parties and levels of leadership

Compensation and Benefits Package: 

• Competitive earning potential 


• Matching 401(k)


• Medical, dental and vision


• STD, LTD and life insurance


• PTO


• Paid training


• Company perks

Position Type

Full-Time/Regular

Experience

• 1 year(s): Customer Service

Education

• High School/GED or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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