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    Region Customer Relations Specialist - Baltimore, United States - Critter Control

    Critter Control
    Critter Control Baltimore, United States

    1 week ago

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    Description

    ** Region Customer Relations Specialist**

    **Job Category****:** Customer Service **Requisition Number****:** REGIO025591 Showing 1 location **Job Details**

    **Description**

    **Job Description:**

    The objective of the Regional Customer Relations position is to provide excellent service to the Regions 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 customers 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 companys 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

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Required**

    High School/GED or better.

    **Experience**

    **Required**

    **1 year:** Customer Service

    **Licenses & Certifications**

    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 contractors legal duty to furnish information. 41 CFR c)

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