Customer Resolution Specialist
Company: Insight Pest Solutions
Posted on: January 16, 2022
Customer Resolution Specialist
Customer Resolution Team Lead
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
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.
Communication Proficiency (Both verbal and written);
Attention to Detail;
Superb Customer Service Skills;
Ability to manage difficult customers;
Ability to handle escalated customer calls with
Proficient in Excel and Word;
Knowledgeable of PestPac and Vantage Tracker
Due to the nature of this position it will be imperative certain
qualifications are met to attract new business and retain current
High School Diploma or Equivalent;
Take and Pass a series of Exams as part of a New Hire Training
Pass a Drug Test;
Pass a Background check.
Preferred Education and Experience:
Customer Service Experience in a call center setting
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
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
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
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