Customer Service Representative

• Base Pay $18.00 / Hour
• Other Compensation Monthly Sales Commission
• Job Category Office Team, Customer Service, Customer Service Representative
• Relocation Expense Covered No
• Employee Type Full-Time Non-Exempt
• Required Degree High school
• Manage Others No

• Phone

• The CSR team handles all incoming calls from customers, and every interaction is a direct reflection of the Natural State brand.
• The role of the CSR is to provide exceptional customer service, serve as a subject matter expert, answer customer questions, address billing/invoicing questions, close sales, look for upselling opportunities, and solve customer problems as needed.
• Every prospective and existing customer deserves a 5-Star experience. The success of all new customer relationships begins with the CSR team. We want our team members to always be respectful and aware of your tone of voice during phone communications. Speak with a smile. Our CSR's are often a customer’s first impression of our company. When an issue arises, sympathize with the customer and listen intently to their complaint – involve management team as needed.
• Ensure all customer billing information is accurate and updated as needed.
• Gather as much information as possible about the pest issue(s) the customer is experiencing to effectively communicate the information to the service department.
• For quality assurance, all conversations are recorded via Voice for Pest and Call Source.
  
  Calls are reviewed and graded on specific criteria for each CSR team member, which may identify areas for improvement, additional training, or sales coaching.

A Customer Service Representative (CSR) acts as the main point of contact for customers, handling inquiries, and resolving issues, providing pest and lawn service plan information via phone, email, or chat to ensure satisfaction and build loyalty, requiring strong communication, problem-solving, empathy, and patience, along with product knowledge. They manage high volumes of customer interactions, document details, and may elevate complex cases, all while maintaining a positive company image.

• Customer Interaction:
  Answer calls, emails, chats, and sometimes handle in‑person requests.
• Issue Resolution:
  Troubleshoot problems, resolve complaints, process returns, and address billing issues.
• Information Provider:
  Offer details on products, services, pricing, and availability.
• Documentation:
  Update customer records and log interactions accurately.
• Sales/Upselling:
  Inform customers about relevant new products or services.
• Follow‑Up:
  Check in with customers to ensure satisfaction.
• Skills:
  
  Excellent communication (listening, verbal), empathy, patience, adaptability, problem‑solving, attention to detail, time management and technical proficiency.

Our Natural State Pest Control customer service representatives are to deliver exceptional service, resolve issues efficiently, build strong customer relationships, and maintain a positive brand reputation.