Lead Customer Service Representative

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest growing pest control companies in the country! Simply stated, we provide comprehensive solutions for pest-free living, but our purpose is to spread happiness. We accomplish that by delivering above and beyond experiences, not only to our customers but also to our employees, partners, and communities, who we consider family.

Currently, we are hiring for a Lead Customer Service Representative (Lead CSR). The Lead CSR serves as one of the primary points of contact for customers at the local level but also assists with training, escalated customer issues, reporting, and call reviews to identify opportunities for feedback and / or improvement.

We welcome all applicants, but have found the most success in hiring outgoing, personable, and service-oriented individuals who operate with a strong work ethic, integrity, and a customer-centric attitude.

Pay and Benefits

The Company is proud to offer competitive pay, growth opportunities, full benefits, and monthly/quarterly/annual bonuses (in applicable positions)!

For this role, we offer:

• Competitive hourly rate ($17.00 - $20.00 DOE)
• Additional compensation opportunities
• Paid time off

• Sick/Safe time - 1 hour per every 30 hours worked with a maximum of 80 hours annually
• Paid Vacation
• 10 company-paid holidays

• Benefits (employee as well as family)

• Medical
• Health Savings Account (HSA)
• Dental
• Vision
• Voluntary Life
• Short-Term and Long-Term Disability
• 401(k), with match of 100% of the first 3% of each employee’s contribution and 50% of the next 2%
• Employee Assistance Program
• Rally Health and Wellness Program
• Employee and Friends/Family Discounted Pest Control Services

What will I be doing in this position?

We understand that we cannot list every single task that you will do in this position, but below is an overview of our expectations:

• Assist with training of new CSRs joining the local team
• Act as a trusted resource and serve as the first point of contact for the Customer Service Manager and Customer Service Representative(s)
• Perform daily customer service-related tasks via phone, email, or other messaging systems with an emphasis on proactive outreach
• Answer and log calls from customers, technicians, and management in internal, secure system
• Provide education and personalized customer service to answer any questions and keep customers on schedule for their appointments
• Schedule appointments for new and recurring pest control services
• Assist in monitoring daily technician schedules to ensure timely completion of services
• Perform daily and weekly Pest Routes system clean-ups or “scrubs”
• Complete and pass monthly trainings in Pest Webs system

Physical Demands and Working Conditions
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to walk. The employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl, under or over objects.
• The employee may occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular standing, walking, and sitting
• The ability to use a computer and telephone systems is essential to work.
• Work is inside a climate-controlled office with moderate noise level

Am I qualified for this position?

While we would love the opportunity to connect with everyone that applies, we will be focusing on those applicants that meet or exceed the qualifications below:

• High School Diploma or GED, preferred
• Ability to type 50 WPM
• Proficiency with Microsoft Office Suite
• 6+ months of customer service and/or conflict resolution experience, preferred
• Are willing to work Monday - Saturday and some holidays
• Bilingual is a plus
• Leadership / management experience, preferred

The Shield Co. Management LLC/EcoShield Pest Solutions is an equal opportunity employer