Region Customer Relations Specialist
Waltham Services
- Columbia, MD
- Permanent
- Full-time
- Answer incoming calls from existing customers and track open issues. Inform them of plan/resolution status, update when needed and follow-up with customer to ensure resolution satisfaction
- Identify escalating priority issues and report it up the proper chain of command
- Perform a follow-up call with customer to ensure resolution of the issue
- 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
- Enter data into CRM (Servsuite) to document issues
- Assist RSM/RM/DM in summarizing trends, remaining open issues, reoccurring issues in districts and regions
- Maintain/exceed productivity goals and performance measures set by the Region
- Follow-up with L360/Podium customers to initiate a plan of action with at-risk customers
- Provide excellent customer service in a professional manner
- You hold yourself to high standards
- You enjoy building relationships and creating a bond and rapport with your team members and customers
- You have great time management skills
- Excellent verbal and written communication skills
- Exceptional customer service, organizational and analytical skills
- Highly competitive compensation package
- Company vehicle, cell phone and tablet
- Comprehensive training programs as the industry leader
- Comprehensive benefits package including medical, dental, vision & life Insurance
- 401(k) plan with company match, employee stock purchase plan
- Paid vacation, holidays, and sick leave
- Employee discounts, tuition reimbursement, dependent scholarship awards
- Perform duties while seated for long periods of time
- 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
- High School Diploma required
- Ability to de-escalate an upset customer
- Must be able to work overtime during the company’s peak season
- Must have the ability to be flexible in scheduling
- Problem Analysis and Resourcefulness
- Excellent organizational skills
- Able to coordinate activities with multiple parties and levels of leadership
- We require the ability to pass a drug screen