Customer Service Lead (Administrative)
OPC Pest Services, along with hometown brands Schopen Pest Solutions, A-Action Pest Control and Edge Pest Services, is rapidly growing across the Southern Wisconsin/Northern Illinois and Chicago service areas and we're searching for our next Customer Service Team Lead. If you're looking for competitive wages and you embrace an engaged, team-centered work environment as you work to assist technicians and customers, we have an amazing career in our Antioch, Illinois Customer Care Center for you!
We Offer…
- Competitive hourly wages dependent on skill level--starting wages between $19 - $25 per hour;
- Comprehensive benefits package including low cost medical, dental, vision insurances, 1x annual salary life insurance, and many more optional benefits (visit rollinsbenefits.com for more information);
- 401(k) plan with 4.5% company match, Rollins Corporation employee stock purchase plan;
- Six paid holidays and a generous PTO (paid time off) program--receive up to 15 PTO days your first year;
- Employer discount program through PerkSpot;
- An energetic and diverse staff that appreciate each other and the communities that we serve.
We look forward to having you on our Team!
Responsibilities
Who are you?
A positive professional who enjoys independence, building relationships, having fun, and contributing to the success of a company you will be proud to work with. You relate well to all kinds of people, and you will listen and understand their needs. You explain things easily in ways that people can understand, and you are always putting the customer first. As a problem solver, you enjoy identifying gaps and issues as well as the solutions. You also know it's not just all about the bottom line. You are also someone that cares about their community, and you want to work for a company that does, too. We're looking for that person that wants a career with a family feel because that's OPC Pest Services.
What You'll Be Doing:
As our Customer Service Team Lead, you will guide the work of representatives handling customer inquiries regarding specific treatment programs, pricing, and plans. Through individualized experience, you will elevate customer service teammates to drive exceptional service and assist in scheduling the service team.
- Use KPIs to develop a strong team via goal setting and accountability
- Perform call Quality Assessments and use the information to coach reps up
- Hire and train new reps, train existing reps on multiple CRM platforms
- Create processes and work schedules to improve rep performance and customer experience
- Conduct weekly one-on-one meetings with each rep to review KPIs and QAs
- Answer inbound calls from existing customers regarding their services, scheduling, contract specifications, or balance
- Schedule pest control service by determining area of service, technician availability, and customer availability
- Note customer accounts in service system with actions that were taken
- Message or call technicians when necessary for more information on customer requests
- Input notes on work tickets for technicians regarding cash due or other special instructions
- Check document imaging system for scanned documents when necessary
- Assist customers with general billing inquiries
- Places outbound calls as needed
- Performs collections activities
- Serves as point of contact for technicians with customer issues and schedule changes
- Assists with monitoring and responding to customer correspondence through shared mailboxes
- Other duties as assigned
If you're organized and enthusiastic, you are ready to be a P.E.S.T.!
Our Core Values
Be a P.E.S.T.
Professional . . . Do your best to be the best
Ethical . . . Do the right thing
Selfless . . . Do more for others
Teamwork . . . Do it for you, me & OPC
Join OUR High Quality Customer Service Team!
Qualifications
- Must be able to work onsite in our Antioch, Illinois Customer Care Center
- Skilled in verbal and written communication
- Detail-oriented, organized, and adept at multitasking
- Able to think critically and apply experience to problem-solving
- Calm and professional under pressure, adaptable communication styles
- Effective user of available tools and resources for issue resolutionproficient in Microsoft Office and other software platforms
- Will become knowledgeable after training about basic pests native to the service area
- Committed to delivering excellent customer service
Must be able to pass criminal history background check and drug screen.
Apply today to become a P.E.S.T. with OPC!
OPC Pest Services is an Equal Opportunity / Proud Veteran / Individuals with Disabilities Employer
