Customer Experience Representative at Rollins, Inc. in Naples, FL

Summary: HomeTeam Pest Defense, a subsidiary of Rollins, Inc., is a leading pest management company focused on providing excellent customer service. The Customer Experience Representative is responsible for delivering positive customer experiences, resolving issues, and providing information about services offered.

Responsibilities:
- Provide positive customer experiences that significantly affect the customer’s likelihood to continue to use and buy additional service from HomeTeam Pest Defense
- Provide information to prospects and initiate new service
- Answer questions, research problems, resolve issues, provide pricing (non-termite), schedule service(s) and provide closure for customers
- Interact with customers/prospects by scheduling various pest and builder related services using the Route Point software
- Resolving customer problems with invoices and billing questions
- Conduct telephone conversations with customers about issues surrounding their service in a professional manner
- Enter service-related notes in system software
- Provide general marketing information to prospects and customers as requested
- Conduct follow-up telephone calls with customers for re-treats, initial services, and current customers as directed
- Maintain customer files on computer and in filing system
- Validate technician paperwork for completeness and accuracy
- File Technician paperwork in customer files
- Update notes in system with technician and other employee customer information
- Print, distribute, and review service tickets for technicians
- Have a basic knowledge of technician’s job and processes of company's treatment processes
- Properly follow HomeTeam Pest Defense telephone etiquette procedures
- Ability to calm and diffuse angry customers
- Escalate appropriate inquiries or problems to managers
- Collect and reconcile payments received by technicians

Required Qualifications:
- Must have 1 year of previous customer service experience
- Entry level customer service skill and technique
- Basic / entry level understanding of computers
- Entry level skill on use of company telephone features and how to use them
- Must be 18 years or older with a high school diploma or GED

Required Skills: Telephone System Usage

Benefits: Comprehensive benefits package including medical, dental, vision, Company paid life & AD&D insurance, 401(k) plan with company match up to 6%, Employee stock purchase plan, Paid Time off and holidays, Employee discounts, Tuition reimbursement, Dependent scholarship awards, An opportunity to advance within the company, Recognition for a job well done, A friendly work environment, Employee referral bonuses, The opportunity for professional growth and respect that comes from working for an industry leader