Customer Resolution Specialist

Company: Insight Pest Solutions
Location: Morrisville
Posted on: January 16, 2022

Job Description:

Job title

Customer Resolution Specialist

Reports to

Customer Resolution Team Lead

Job Purpose

The purpose of a Customer Resolution Specialist, is to allow Insight customers to have an expert they can speak with regarding any complaints, questions on cancelling services or even suggestions. A Customer Resolution Specialist ensures all customer needs are promptly addressed by responding to customer requests, questions, concerns in a timely manner, while exercising the highest level of customer service and quality.

Duties And Responsibilities
Responds to and resolves customer relations issues expressed.
Adheres to work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Responding to customer escalated calls.
Receive inbound calls and respond to calls as appropriate.
Promptly resolve customer service issues to the customer's satisfaction per company procedures and standards.
Maintain customer account information and databases.
Recording notes of conversation highlights and decisions.
Daily interaction with Team Lead and other Resolution Specialists, working as a team to resolve customer relations issues.
Uses appropriate judgment in upward communication regarding department or employee concerns.
Manage bad debt collection preparation.
Make minimum of 125 collection calls per scheduled shift.
It is essential to the job function of a Customer Resolution Specialist to be present every day of work.

Competencies
Communication Proficiency (Both verbal and written);
Customer Focus;
Leadership;
Organizational Skills;
Performance Management;
Problem Solving/Analysis;
Technical Capacity;
Attention to Detail;
Superb Customer Service Skills;
Ability to manage difficult customers;
Ability to handle escalated customer calls with professionalism;
Proficient in Excel and Word;
Knowledgeable of PestPac and Vantage Tracker

Qualification

Due to the nature of this position it will be imperative certain qualifications are met to attract new business and retain current clientele.

Qualifications include:
High School Diploma or Equivalent;
Take and Pass a series of Exams as part of a New Hire Training Program;
Pass a Drug Test;
Pass a Background check.

Preferred Education and Experience:
Associate Degree
Customer Service Experience in a call center setting

Working Conditions
This job operates in a call center office setting. Customer Resolution Specialist routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Working conditions may alter depending on the vast and varied task(s) assigned. In general, individuals filling this position will work the majority time inside an office environment and outside in the field during times of training.
Individuals must have the ability to work with exemplary attendance Monday-Friday and Saturday's as scheduled. Work schedule may vary based upon a mutual arrangement between an employee and supervisor.

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

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Keywords: Insight Pest Solutions, Cary , Customer Resolution Specialist, Other , Morrisville, North Carolina