Customer Experience Representative at Rollins, Inc. in Kyle, TX

Summary: HomeTeam Pest Defense, a financially stable and growing subsidiary of Rollins, Inc., is a pest management company serving homebuilders. The Customer Experience Representative provides positive customer experiences by assisting prospects and customers, scheduling pest control services, resolving billing and service issues, maintaining records, and supporting technicians.

Responsibilities:
- Provide positive customer experiences that significantly affect the customer’s likelihood to continue to use and buy additional service from **HomeTeam** Pest Defense. The Customer Service Representative regularly communicates with internal and external customers of **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
- Candidates must meet physical job requirements and safely perform the job duties with or without accommodation

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