Customer Care Representative

Customer Service Representative (full-time, mostly remote)

ABOUT THE ROLE

As Customer Care Representative, you'll interact with customers and teammates - MOSTLY from the comfort of your own home! Pest Czar’s Customer Care Representatives act as ambassadors for the brand, services, and company we represent - answering questions, providing solutions, managing tasks with high attention to detail. We are dedicated to offering a positive environment and providing excellent service to our customers. If you fit our purpose and values and can be coached, we want you!

Our Purpose: Giving your property back to YOU

Our Niche: To provide exceptional customer service and results in pest control

Company Values:

Reputation and Integrity

Be Prepared

Clearly Communicate

Be Positive

Be Safe

REQUIREMENTS

Duties:

• Provide the best customer service to residential and commercial customers in the Baltimore metro area
• Listen to and understand customer problems, requests and instructions
• Learn all Pest Czar services, explain services to customers and send agreements
• Set up customer appointments from start to finish
  
• Respond to inbound customer calls, emails, and chats as soon as possible
• Contact customers who are due for services, have pending agreements, or owe payments
• Clearly explain our services and billing to potential and existing customers
• Use customer service software, email, web phone systems, and different online platforms to communicate with customers
• Clearly communicate any instructions or notes on customer interactions
  
• Correctly set up customer accounts, subscriptions and billing preferences
• Ensure invoices and services are accurate and accounts are charged appropriately
• Route services in most efficient way
• Investigate and resolve discrepancies/issues in customer accounts
• Other projects may include helping marketing or sales efforts, creating or reviewing customer reports, etc.
• Check office mail and enter/deposit check payments

Qualifications:

• 1-2 years customer service experience
• Advanced verbal and written communication skills
• Excellent time management and organizational skills
• Attention to detail and accuracy
• Ability to stay focused and responsive while completing a to-do list
• An upbeat and eager attitude
  
• A habit of meeting or exceeding goals
• Must be able to learn from remote video trainings, Zoom calls, phone calls, and occasional in person supervision as required
• Proficient with online tools like Zoom, Google Docs, Google Sheets, Podium, webphones
• Must meet Quality Pro standards. Background check and drug test required.
  

Work from home requirements:

• You must be working at a computer and phone during your scheduled shift
• Your residence must be able to have low noise levels during your scheduled shift
• Reliable internet access 
• Pest Czar can provide a company laptop, phone and headset
• Cannot have other distractions or obligations during your shift

• Use of company phone/headset
• Meet with co-workers for meetings or trainings occasionally, at least 4-5 times a year
  
• May also need to check office for mail/deliveries weekly

Alternating A/B work schedule (with one hour unpaid lunch break on the 8-5 days): 

Week A: Mon-Fri 8-5

Week B: Mon-Thurs 8-5, Fri 8-12 and Sat 8-12.

COMPENSATION AND BENEFITS

• Starting pay $19/hr and up, commensurate with experience
• The flexibility to work from home
• Vacation days, personal days, sick days
• Option to enroll in health care plan. Pest Czar pays 65% of your monthly premium
• Option to enroll in Simple Plan IRA retirement account
  
• Opportunities for growth, bonuses