Customer Service Representative (Remote)

Overview

The Customer Service Representative is responsible for delivering a high-quality customer experience by handling inbound customer interactions related to general service inquiries, billing, account management, and issue resolution. This role focuses on understanding customer needs, providing accurate and timely solutions, and promoting customer satisfaction and retention.

Representatives are expected to demonstrate ownership of customer concerns, effectively navigate systems and processes, and resolve inquiries efficiently while adhering to established policies and procedures. Additionally, representatives identify opportunities to offer Whole Home Inspections to help customers address potential pest concerns and maximize the value of our services.

Duties & Responsibilities

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Responsibilities and essential job functions include, but are not limited to, the following:

• Handle inbound customer inquiries related to service, scheduling, billing, account management, and general customer support.
• Deliver a high-quality customer experience by actively listening, identifying customer needs, and providing accurate, timely, and effective resolutions.
• Demonstrate ownership of customer concerns, with a focus on first-contact resolution, customer satisfaction, and retention.
• Identify opportunities to upsell relevant products and services based on customer needs, using a consultative approach to communicate value.
• Proactively offer and schedule Whole Home Inspections for qualifying customers to identify potential pest concerns and additional service opportunities.
• Build and maintain positive customer relationships through professional communication, empathy, and effective problem-solving.
• Utilize customer relationship management systems and other technology platforms to access account information, document interactions, troubleshoot issues, and process customer requests.
• Collaborate with branch personnel and internal support teams to resolve service, scheduling, and account-related concerns.
• Adhere to established policies, procedures, quality standards, and performance expectations while ensuring accurate documentation and efficient call handling.

Candidate Requirements

Education

• High school diploma or GED

Required Skills, Competencies & Qualifications

• General knowledge of company products, services, and customer service processes, with the ability to learn and apply new information effectively.
• Strong verbal, written, and interpersonal communication skills, with an emphasis on active listening, empathy, and professionalism.
• Ability to identify customer needs, resolve concerns, overcome objections, and recommend appropriate products and services through a consultative approach.
• Strong problem-solving and critical-thinking skills, with the ability to take ownership of customer inquiries and drive effective resolutions.
• Ability to work efficiently in a fast-paced, high-volume contact center environment while maintaining accuracy and delivering a positive customer experience.
• Ability to navigate multiple computer systems and applications simultaneously while documenting customer interactions accurately.
• Demonstrated commitment to achieving performance expectations, including customer satisfaction, first-contact resolution, quality, productivity, and sales-related goals.
• Ability to adapt to changing business needs, processes, technology, and customer expectations.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs.
• Dependable and consistently punctual, with the ability to maintain reliable attendance and adhere to assigned work schedules.
• For remote positions, a private, dedicated workspace suitable for handling customer interactions professionally and securely.
• Reliable broadband internet connection with minimum speeds of 25 Mbps download and 5 Mbps upload, with the ability to connect directly via Ethernet.
• Ability to maintain a distraction-free work environment during scheduled shifts, including arranging appropriate child or dependent care when necessary.

Experience & Technical Proficiency

• 1–2 years of customer service experience preferred, ideally in a contact center, customer support, or service-oriented environment.
• Experience handling inbound customer inquiries, resolving concerns, and delivering positive customer experiences preferred.
• Previous experience identifying customer needs, recommending additional products or services, and overcoming objections is a plus.
• Proficiency in using computers and navigating multiple applications simultaneously while assisting customers.
• Working knowledge of Microsoft Office applications, including Word, Excel, and/or Google suite tools, and familiarity with Windows operating systems.
• Experience using customer relationship management (CRM) systems or contact center technology preferred.
• Ability to type a minimum of 25 words per minute preferred, with strong attention to accuracy and documentation.
• Ability to quickly learn and adapt to new systems, technologies, and processes.