Customer Service Specialist at Rollins, Inc. in Cedar Falls, IA

Summary: Orkin is a pest control company providing services to homes, businesses, and families. The Customer Service Specialist will handle customer calls, schedule and reschedule service appointments, resolve concerns, maintain accurate customer records, and support field technicians through route and schedule coordination.

Responsibilities:
- Answer incoming calls and make outbound calls to customers to schedule, confirm, and follow up on service appointments
- Proficiently navigate a Windows-based & Web-based system to track routes and optimize current and future schedules; don’t worry, we will train you!
- Apply expertise developed in training to schedule appointments for technicians to efficiently minimize driving time and/or distance as needed and recommend alternative routes when appropriate
- Use your sharp listening skills and probing questions to identify the customer’s concern and evaluate their needs
- Monitor, update, and maintain customer database with accurate customer information, including call details, disposition of calls, payments, and other results
- Reschedule unserved accounts within 24 hours
- Participate in quality assurance processes, programs, and initiatives
- Safeguards customers’ privacy and other proprietary information

Required Qualifications:
- Love helping people and creating positive customer experiences
- Are a strong communicator who enjoys solving problems
- Stay organized, detail-oriented, and calm under pressure
- Are confident using computers, scheduling systems, and multitasking throughout the day
- Thrive in a team environment and take pride in providing exceptional support
- Candidates must meet physical job requirements and safely perform the job duties with or without accommodation:
- You must be comfortable sitting at a desk and working with a computer, keyboard, telephone, and other office equipment for extended periods of time
- Be able to regularly lift and/or move up to 25 pounds

Preferred Qualifications:
- Have previous **Customer Service or Administrative experience (preferred)**

Required Skills: Administrative Experience, Windows-Based Systems, Web-Based Systems, Scheduling Systems, Customer Database Management

Benefits: Commissions, Performance Bonuses – Get rewarded for exceeding goals and delivering exceptional service., Industry leading, quality, and comprehensive training program., Medical, Dental, Vision & Life Insurance, 401(k) with company match, Paid vacation, sick leave, and holidays, Employee Stock Purchase Plan, Career Growth Opportunities – We promote from within and invest in your future., Opportunities to volunteer and give back