Customer Relations Specialist - Richmond

Customer Relations Specialist Richmond, VA About Urbanex Urbanex is a rapidly growing, family and veteran-owned pest control company dedicated to providing superior service and building a culture of growth, development, and teamwork.

From our humble beginnings in Nashville, Tennessee, in 2015, we're expanding to 14locations across the country. We're not just about eliminating pests; we're about building relationships and exceeding customer expectations. Our technicians are friendly,courteous, and always go the extra mile, as evidenced by our customer testimonials.

At Urbanex, people are our most valuable asset. We invest in training, offer career development opportunities, and foster a supportive, inclusive work environment where everyone can thrive. If you're looking to join a company that values its employees and is committed to making a difference for our customers, Urbanex might be the perfect fit foryou!

Our Core Values
• Play Like a Champion:
We choose resilience, positivity, and determination, even whenit's hard. We find enjoyment and purpose in what we do to rise above, stay agile, andpursue excellence in every situation.
• Unwavering Character:
We choose to do the right thing, regardless of theconsequences. We always show up wholeheartedly, embracing vulnerability and inspiring others by being a good person.
• Commit to Better:
We wake up every day with the relentless desire to become better.

We face adversity head-on and inspire others to relate to challenges as opportunities forgrowth.
• Wholehearted Connection:
We root for one another in success and failure. We build acommunity where everyone feels seen, supported, and valued. We meet people wherethey are and believe building bridges is better than burning them.
• Belief is Contagious:
We rise up by inspiring hope, giving people the freedom toexplore the journey of growth, and rewarding those with the courage to act on theirinfinite potential,About the Role As a Customer Relations Specialist, you'll be the first point of contact for our customers atour Nashville branch, playing a vital role in ensuring their satisfaction and contributing to the branch's success. You will be a customer advocate, addressing concerns, educating customers on our services, and ensuring they have a positive experience with Urbanex.

This role requires a self-starter who can work autonomously,manage their time effectively, and prioritize a broad set of responsibilities. You will need tobe reliable, honest, hardworking, and maintain a high level of professionalism in all interactions. Excellent communication skills, both written and verbal, are essential. This isan in-office position.

Responsibilities
• Answer incoming calls with enthusiasm and professionalism.
• Schedule and reschedule service appointments, ensuring efficient routing and technician availability.
• Process customer payments accurately and securely, maintaining detailed recordsin our CRM system.
• Respond promptly and professionally to customer inquiries via phone, email, andSMS.
• Proactively follow up with customers to ensure their satisfaction and address any concerns.
• Educate customers about Urbanex's services, the importance of ongoing pestcontrol maintenance, and any available promotions.
• Collaborate with branch managers and technicians to coordinate service routesand resolve customer issues efficiently.
• Handle customer retention tasks, including addressing concerns that might lead tocancellations and proactively rescheduling appointments.
• Provide feedback to branch managers on customer trends and issues to helpimprove service delivery and identify areas for growth.
• Assist branch managers with various tasks and projects as needed, demonstrating flexibility and a willingness to support the team.
• Maintain accurate and up-to-date customer records in our CRM system.

Qualifications
• Strong customer service skills with a passion for helping others and resolving issueseffectively.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
• Exceptional organizational skills and the ability to manage multiple tasks simultaneously, demonstrating strong time…