Account Support Coordinator

Account Support Coordinator

The Account Support Coordinator is responsible for providing exceptional customer service by answering inbound calls, scheduling appointments, responding to customer inquiries, and handling service requests at Paul's Termite & Pest Control, Inc. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to manage multiple tasks efficiently while delivering a superior customer experience.

Customer Service:

• Answer inbound calls and respond to customer inquiries in a professional, courteous manner.
• Schedule appointments for pest control services, ensuring accuracy in capturing customer information and service needs.
• Handle customer complaints or concerns, escalating issues to the Office Manager when necessary.
• Provide information about the company's services, promotions, and policies to potential and existing customers.
• Follow up with customers after service to ensure satisfaction and address any concerns.

Data Entry & Documentation:

• Accurately enter and update customer information, service requests, and appointment details into the company's CRM system.
• Maintain organized and up-to-date customer records and follow company protocols for data entry and management.
• Process service orders and prepare necessary documentation for the pest control technicians.

Problem Solving & Issue Resolution:

• Troubleshoot customer issues or questions regarding pest control services, providing accurate information and solutions.
• Collaborate with other departments to resolve customer service issues in a timely and efficient manner.
• Manage and prioritize multiple tasks, such as handling calls while entering data and resolving issues promptly.

Team

Collaboration:

• Work closely with other call center representatives and the Office Manager to ensure smooth operations and a cohesive team environment.
• Participate in training sessions and team meetings to stay updated on company services, policies, and procedures.

Core Values:

Putting the Customer First:
Provide exceptional service by understanding and meeting customer needs.

Accept Personal Responsibility:
Take ownership of tasks and outcomes, ensuring quality work.

Uphold Company Values:
Follow company standards and procedures in all job functions.

Look the Part:
Maintain a professional appearance, including wearing appropriate uniform and gear.

Support the Team:
Collaborate with coworkers and assist where needed to ensure overall success.

Education:

• High school diploma or equivalent (required).

Experience:

• 1+ years of experience in a customer service or call center role (preferred).
• Experience in the pest control or service industry is a plus.

Skills & Abilities:

• Excellent verbal communication and active listening skills.
• Ability to multitask and handle high call volumes in a fast-paced environment.
• Strong organizational skills with attention to detail.
• Proficiency with CRM software and Microsoft Office Suite (Word, Excel). Ability to handle customer complaints and resolve issues professionally.