Customer Support Representative

Description

Aruza is a people-focused organization dedicated to providing exceptional pest control services while fostering personal and professional growth for our team members. We are a dynamic and fast-growing organization at the forefront of transformational change. We are committed to process improvement, innovation, and building a talented team to drive our mission forward.

The overall objective of this role is to act as a customer account manager, focusing on overall customer satisfaction, ensuring complete care and retention of current customers. Additional primary responsibilities of this role are to satisfy customer requests through phone calls, text messages, emails, or other means of communication. Representative will also help drive lead generation and assist in collections efforts. 

Primary Responsibilities

Primary areas of responsibility include, but are not limited to the following:

Interact with customers via telephone, email, text, or in person to provide support and information on products or services.

Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff (per escalation protocols).

Ensures that customers are presented with proper solutions to address pest control and other home service needs.

Build customer loyalty by maintaining excellent customer relations to maintain a high customer retention.

Provide support with collections efforts for customers with unpaid balances on services provided via Omni channeled sources including phone calls, email, and chats correspondences.

Communicate effectively and efficiently with both customers and fellow team members.

Meeting or exceeding monthly goals with call center service level metrics as discussed in department meetings.

Manage daily tasks to effectively complete daily responsibilities in a high-volume environment.

Logistical planning and routing of service technician daily schedules.

Maintain complete knowledge and ensure compliance of company policies and standard operating procedures.

Modifying service orders and daily schedules to meet the demands of a dynamic service atmosphere.

Utilize company standard communication outlines in all customer interactions.

Capturing accurate and complete information in Customer Relationship Management System

Develop effective relationship management techniques with customers in order to provide exemplary service. 

Acknowledge and track customer preferences.

Utilize effective techniques to generate new opportunities for upsells and new services.

Participate in all meetings and training as required.

Performs other related duties as assigned.

Knowledge / Skills / Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

Strategic business leader - Works strategically to devise plans in alignment with organizational goals.

Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.

Generates alignment - Ensures proper time and effort is spent to build high level performance and consistency throughout collection.

Leads with courage - Provides a culture of accountability.

Execution of plans - Utilizes our systems, tools and resources to accomplish results and achieve goals

Advanced level of written, verbal, and interpersonal communication skills.

Ability to implement and uphold service standards

Ability to prioritize and organize work assignments

Ability to work well in stressful, high-pressure situations

Comprehensive knowledge of a safe work environment

Requirements

Minimum Qualifications

Education, License, Certifications, Experience

Associate’s degree or equivalent experience - preferred

2+ years of relevant work experience in customer service role – required

Professional communication skills – required

Experience in collections of delinquent accounts - preferred

Aruza Pest Control is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.