Customer Service Specialist

Rollins, Inc.

Key Responsibilities

• Answer incoming calls and make outbound calls to customers to schedule, confirm, and follow up on service appointments.
• Navigate a Windows-based & Web-based system to track routes and optimize current and future schedules.
• Schedule appointments for technicians to efficiently minimize drive time and/or distance and recommend alternative routes when appropriate.
• Identify customer concerns and evaluate their needs using listening skills and probing questions.
• Monitor, update, and maintain customer database with accurate customer information, including call details, disposition of calls, payments, and other results.
• Reschedule unserviced accounts within 24 hours.
• Participate in quality assurance processes, programs, and initiatives.
• Safeguard customer's privacy and other proprietary information.

Requirements & Tech Stack

• Proficiently navigate a Windows-based & Web-based system.
• Proficient in Microsoft Office.
• Basic computer skills in various software and web-based applications.

Qualifications

• Previous experience in Customer Service or Sales preferred.
• High School Diploma or equivalent required.
• Excellent interpersonal and communication skills.
• Strong attention to detail and follow through.
• Demonstrated ability to prioritize tasks and manage time efficiently.

Work Environment

• Comfortable sitting at a desk and working with a computer, keyboard, telephone, and other office equipment for extended periods.
• Able to regularly lift and/or move up to 25 pounds.