Job Summary
The Account Support Coordinator is responsible for providing exceptional customer service by answering inbound calls, scheduling appointments, responding to customer inquiries, and handling service requests at Paul’s Termite & Pest Control, Inc. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to manage multiple tasks efficiently while delivering a superior customer experience.
Key Responsibilities
Customer Service:
- Answer inbound calls and respond to customer inquiries in a professional, courteous manner.
- Schedule appointments for pest control services, ensuring accuracy in capturing customer information and service needs.
- Handle customer complaints or concerns, escalating issues to the Office Manager when necessary.
- Provide information about the company’s services, promotions, and policies to potential and existing customers.
- Follow up with customers after service to ensure satisfaction and address any concerns.
Data Entry & Documentation:
- Accurately enter and update customer information, service requests, and appointment details into the company’s CRM system.
- Maintain organized and up-to-date customer records and follow company protocols for data entry and management.
- Process service orders and prepare necessary documentation for the pest control technicians.
Problem Solving & Issue Resolution:
- Troubleshoot customer issues or questions regarding pest control services, providing accurate information and solutions.
- Collaborate with other departments to resolve customer service issues in a timely and efficient manner.
- Manage and prioritize multiple tasks, such as handling calls while entering data and resolving issues promptly.
Team Collaboration:
- Work closely with other call center representatives and the Office Manager to ensure smooth operations and a cohesive team environment.
- Participate in training sessions and team meetings to stay updated on company services, policies, and procedures.
Core Values:
"Putting the Customer First:" Provide exceptional service by understanding and meeting customer needs.
"Accept Personal Responsibility:" Take ownership of tasks and outcomes, ensuring quality work.
"Uphold Company Values:" Follow company standards and procedures in all job functions.
"Look the Part:" Maintain a professional appearance, including wearing appropriate uniform and gear.
"Support the Team:" Collaborate with coworkers and assist where needed to ensure overall success.
Qualifications
Job Requirements
Education:
- High school diploma or equivalent (required).
Experience:
- 1+ years of experience in a customer service or call center role (preferred).
- Experience in the pest control or service industry is a plus.
Skills & Abilities:
- Excellent verbal communication and active listening skills.
- Ability to multitask and handle high call volumes in a fast-paced environment.
- Strong organizational skills with attention to detail.
- Proficiency with CRM software and Microsoft Office Suite (Word, Excel). Ability to handle customer complaints and resolve issues professionally.