Customer Service Representative

Overview

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest growing pest control companies in the country! Simply stated, we provide comprehensive solutions for pest-free living, but our purpose is to spread happiness. We accomplish that by delivering above and beyond experiences, not only to our customers but also to our employees, partners, and communities, who we consider family.

Currently, we are hiring for Customer Service Representatives in your area. We are a growing company who proudly provides our customers with comprehensive solutions for pest-free living. We are looking to expand our office team with employees who have energetic and outgoing demeanors and those who truly enjoy providing excellent customer service. Our Customer Services Representatives, or CSRs, work closely with our internal teams to ensure our customers are satisfied with our services.

If this sounds like you, come join the team and start spreading happiness by keeping bugs out of our customer’s beds, barbecues, bungalows, and businesses!

Pay and Benefits

The Company is proud to offer competitive pay, growth opportunities, full benefits, and monthly/quarterly/annual bonuses (in applicable positions)!

For this role, we offer:

• Competitive hourly rate ($xx.00 - $xx.00 DOE)
• Additional compensation opportunities
• Paid time off

• Sick time - 1 hour per every 30 hours worked with a maximum of 80 hours annually
• Paid Vacation
• 10 company-paid holidays

• Benefits (employee as well as family)

• Medical
• Health Savings Account (HSA)
• Dental
• Vision
• Voluntary Life
• Short-Term and Long-Term Disability
• 401(k), with match of 100% of the first 3% of each employee’s contribution and 50% of the next 2%
• Employee Assistance Program
• Rally Health and Wellness Program
• Employee and Friends/Family Discounted Pest Control Services

Responsibilities

What will I be doing in this position?

We understand that we cannot list every single task that you will do in this position, but below is an overview of our expectations:

The Customer Service Representative (CSR) serves as the primary point of contact for customers at the local level, receiving and distributing communications to and from customers, coworkers, and various departments within the Company. The CSR collaborates with various internal teams to provide best-in-class customer service with every interaction and to maximize operational efficiency locally and in conjunction with the centralized Customer Care Center (CCC).

• Perform daily customer service-related tasks via phone, email, or other messaging systems with an emphasis on proactive outreach
• Answer and log calls from customers, technicians, and management in internal, secure system
• Provide education and personalized customer service to answer any questions and keep customers on schedule for their appointments
• Schedule appointments for new and recurring pest control services
• Call existing customers and schedule 4-point home inspections (attic, inside, outside, perimeter) for Branch Sales Professionals
• Assist in monitoring daily technician schedules to ensure timely completion of services
• Perform daily and weekly Pest Routes system clean-ups or “scrubs”
• Appropriately escalate inquiries or issues to management
• Complete and pass monthly trainings in Pest Webs system

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Most work is done sitting, for prolonged periods of time in front of a screen

• Work is inside a climate-controlled office with moderate noise level

• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is low to moderate.

Qualifications

Am I qualified for this position?

While we would love the opportunity to connect with everyone that applies, we will be focusing on those applicants that meet or exceed the qualifications below:

• Have a commitment to honest and exceptional customer service
• Be willing to work Monday - Friday, alternating Saturdays and some holidays

Specific consideration will be given to candidates who meet the above qualifications and:

• Bilingual
• Have 6 months of experience of customer service experience, specifically communicating using phone answering and relay systems, email and/or SMS
• Proficient with the Microsoft Office Suite
• Able to type 60 WPM

The Shield Co. Management LLC/EcoShield Pest Solutions is an equal opportunity employerDALA