Customer Service Specialist

About the Role

We are seeking a Customer Service Specialist with a strong service mindset and a drive for accountability. This role is critical in helping customers feel we've delivered on our promise, building on Orkin's reputation for top-notch service. You will excel with organizational skills and a commitment to accuracy in a fast-paced dynamic environment. This position offers a career with growth potential and benefits that go beyond the basics, including full medical, dental, and vision coverage, competitive pay, and a 401(k) program. Orkin's award-winning training program provides all the tools needed to succeed, with no industry experience required to start. The pest management industry is recession resistant.

Key Responsibilities

• Field incoming requests from customers.
• Schedule service visits for Orkin Pros.
• Maintain efficient routes to reduce drive time for technicians.
• Answer incoming calls and make outbound calls to customers to schedule, confirm, and follow up on service appointments.
• Navigate a Windows-based and Web-based system to track routes and optimize schedules.
• Apply expertise to schedule appointments efficiently, minimize drive time/distance, and recommend alternative routes.
• Use sharp listening skills and probing questions to identify customer concerns and evaluate needs.
• Monitor, update, and maintain the customer database with accurate information, including call details, disposition, payments, and results.
• Reschedule unserviced accounts within 24 hours.
• Participate in quality assurance processes, programs, and initiatives.
• Safeguard customer privacy and proprietary information.

Requirements & Tech Stack

• Windows-based system
• Web-based system

Qualifications

• Sales experience preferred.
• High School Diploma or equivalent required.
• Ability to obtain the appropriate pesticide license/certification (company paid).
• Ability to work in the field independently and interact with clients.
• Service-oriented mindset that leads to building loyalty and trust with clients.
• Commitment to responsibilities.
• Ability to be part of a team.