Customer Service Specialist at Colony Pest Management

Full-Time Customer Service Specialist (40 to 48 hours per week, year-round)

Colony Pest Management is New York's #1 partner in Pest Management and plays a vital role in keeping your environment safe from pests. We have been in business for over 40 years servicing commercial businesses and residential homes in the NY tri-state area and beyond. We pride ourselves in maintaining a family-oriented operation with a strong culture rooted in trust, integrity, professionalism, & excellence, & you'll find that our team consists of talented, dedicated people who share our enthusiasm & sense of pride.

General Purpose of Position

Our Customer Service Specialist is responsible for all inbound sales inquiries. This role provides fast, accurate and friendly processing for all customer requests via email and phone, while providing customer-specific solutions based on identified needs. Develops strong relationships with customers while becoming a trusted advisor and partner in assisting them in meeting all their needs. Partners with other employees to ensure customers' end-to-end needs are met and that no customer is left unserved or under-served.

The work schedule is Tuesday through Saturday, 10 AM to 6 PM.

Primary Responsibilities (include but are not limited to)

• Contact customers to schedule and confirm service appointments
• Schedule appointments for technicians to minimize drive time and/or distance as needed, and suggest alternative routes when appropriate
• Schedule & communicate with Service Technicians to meet customer requirements
• Perform outbound calls to customers to follow-up on service received
• Responsible for quoting services based on customer's needs
• Proficiently navigate a Windows-based & Web-based system to track routes and optimize current & future schedules
• Reschedule missed services accounts within 24 hours
• Manage large amounts of incoming calls
• Generate sales leads
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Utilizes all relevant sales tools to drive profitable growth and exceed department and individual goals.
• Responsible for taking inbound customer service calls answering questions and resolving customer issues.
• Utilize strong listening skills and probing questions to identify the customer's concern and evaluate their needs
• Use strong communication skills to communicate/empathize with customers
• Participate in quality assurance processes/programs/initiatives as requested

Education, Skills and Experience Requirements

• Associates in business, marketing, or related field preferred.
• Must have a minimum of 2 years customer service experience, preferably in a professional services environment with heavy client contact and scheduling experience.
• Experience with Pest PAC industry software a huge plus
• Strong customer phone experience background with pest control experience a huge plus
• We seek a bright, articulate, polished, professional who is highly-organized, focused, results-oriented, & assertive in a pleasing way.
• Outstanding communication skills, a sense of humor, & proficiency in MS Outlook, Word & Excel required.

You will love our compensation and benefits package

Colony provides an environment where our employees can grow and advance professionally, with a healthy balance between work and personal lives. Our biggest investment is in our employees, so we reward and recognize hard work by promoting from within. Starting pay is $19 to $23 per hour depending on experience. We offer a competitive benefits packager that includes; health, dental, vision, 401(k) w/ matching, bonuses, generous paid time off (PTO) and on-going professional education.

Colony is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other characteristic protected by law.

Compensation details: 19-23 Hourly Wage

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