Senior Customer Care Specialist Admin

Job Description

Job Description

A Day in the Life of a Senior Customer Care Specialist:

As a Senior Customer Care Specialist at Lookout Pest Control, you’ll be the go-to problem solver when things get tough. Your talent for handling conflict and delivering great service makes you a natural fit. With strong knowledge of our CRM and services, you’ll quickly get to the heart of any issue, working closely with operations to find the right solution. Your calm, detail-focused approach helps keep our customers happy and our branch running smoothly.

Essential Functions:

• Abide by company safety policies and regulatory requirements, including the proper recordkeeping of product use, sales, and services
• Act as point of escalation for customers with complex issues, and customers requesting to cancel services.
• Engage with operations and corporate support to resolve customer concerns
• Confer with customers to provide information about their services, schedule services, cancel accounts, and resolve complaints.
• Answer inbound calls
• Identify and direct leads for upselling services
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in our CRM (PestPac)
• Make outbound collection calls as directed
• Attend required training and meetings as prescribed
• Perform other duties as required
• Handling customer request and concerns via email, phone call, Comm Center, and AI

Requirements

• Experience with Microsoft Office products
• Must be able to speak and read fluent English
• Experience in high-volume call center
• Must be able to type a minimum of 40 words per minute

Work Conditions

• Indoor office environment
• Continuous interactions with computers
• High volume of inbound calls on the phone

Competencies

• Excellent customer service and communication skills
• Detail oriented
• Teamwork
• Problem-solving

We are an equal opportunity employer and make hiring decisions based on merit, qualifications, and business needs.