Customer Success Agent

Job Description:

Principal Responsibilities

• Take customer calls and provide accurate, satisfactory answers to their questions and concerns, sometimes at a high volume.
• Assist customers by addressing their inquiries through various digital platforms, including emails, text messages, and chat services, whenever required.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Assist customers in troubleshooting issues and educating them about our products and services while utilizing the company CRM system.
• Evaluate customer accounts, offering updates and details regarding billing, services, warranties, and other account-related matters.
• Work together with colleagues and various departments to enhance customer service.
• Extend a heartfelt welcome, express understanding, concern, and empathy, while conveying a timely sense of importance and urgency to our customers.
• Schedule customer appointments promptly and effectively, ensuring clear communication of the appointment details
• Seize opportunities to upsell products when they arise
• Meet personal/team qualitative and quantitative targets
• Enter information accurately into the computer.
• Maintain PestPac consistent with Viking’s standards, including processing all tasks, calls, and leads.
• Process payments
• Provide back-up support to the incoming calls for the Inside Sales team.
• Document and escalate infractions reported by our customers.
• Comply with all company policies and procedures with all employees.
• Participate in customer service projects on behalf of the department.  
• Other duties as assigned

Competency/Position Requirements: Knowledge, Skills, & Abilities

• Strong communication, both written and verbal, along with active listening skills

• Ability to multi-task, prioritize, and follow up

• Exceptional interpersonal and rapport-building skills

• A patient, positive, and empathetic attitude

• Strong time management and organizational skills

• Adaptability and flexibility

• Comfortable working in fast-paced environments

• Problem-Solving/Troubleshooting skills

• Advanced Computer literacy; Office 365 and PestPac (preferred)

• Phone skills, including familiarity with complex or multi-line phone systems

Education/Experience:

• Previous customer service experience favored.
• Pest control customer service experience preferred.
• Previous experience with heavy incoming call volume is preferred.
• Must be able to walk, sit, stand, & and use the computer and phone for extended period of times. 
• Ability to work two Saturdays per month as needed.
• This list may not be all-inclusive.