Customer Service Representative / Call Center Representative

*This is a Hybrid role with work from home and at least 2 days in the office per week*

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger.

If you love making people happy and delivering phenomenal customer service, American Pest has an exciting opportunity for you! We are currently seeking a friendly, helpful, detail-focused Customer Service Representative to join our team. A business will live and die based on how well it treats its customers so this fast-paced, high-volume, inbound call center is an incredibly important component of the continued success of American Pest. That call center needs to be staffed with the most professional, attentive, and upbeat Customer Service Reps we can find. Hopefully, that's you!

What You'll Get... We want to help our employees build not just a great career, but a great future. When you put your skills to work with American Pest, you'll have access to these great benefits!

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  Health and Well-being:

  
  
  
  
  • Cigna medical, dental, and vision insurance options including EPO & PPO
  • Prescription drug program
  • Flexible Spending Accounts (FSA) for medical and childcare expenses
  • Health Savings Plans (HSA) available with qualified plans
  
  
  
  

  Financial Security:

  
  
  
  
  • Competitive hourly compensation
  • Monthly bonus potential for top performers!
  • 401(k) Savings Plans (Traditional & Roth)
  • Life insurance and short-term disability 100% company paid (with options to buy up)
  • Long-term disability, Accident, Critical Illness, and Hospital Indemnity insurance options
  
  
  
  

  Work/Life Balance:

  
  
  
  
  • Full time, year-round employment
  • Paid training
  • Paid time off and eight paid holidays
  • A peer-to-peer employee recognition program
  • Opportunities for advancement
  
  
  
  

What You'll Do... As a Customer Service Representative with American Pest, your goal is to be a friendly, helpful, knowledgeable, and professional point of contact for our customers and ensuring their needs are met in a manner that reflects positively on the company. You'll be responsible for answering inbound customer inquiries via telephone and email with the aim of making each customer feel like the most important one of the day. You'll provide friendly, knowledgeable, and prompt customer support regarding scheduling, service, billing, and other client-based account information. You'll also assist in coordinating complex cross-department efforts between service, sales, management, and administrative teams. With a timely resolution in mind, you'll schedule service, log customer complaints & changes, and follow-up on any customer needs as quickly and helpfully as possible.

Who You Are... So, what does it take to be successful as a Customer Service Rep at American Pest? For starters, you'll have an inner drive to deliver the best service possible and satisfy every customer! You'll also have...

• A high school diploma or equivalent
• Two or more years of call center experience handling a high volume of calls daily
• Ability to speak fluent Spanish & English (bilingual) preferred
• The ability to work a somewhat flexible schedule including working as late as 6:00 p.m. and occasional (once every 4-5 weeks) Saturdays.
• Experience using MS Windows/Office and cloud-based software
• The ability to thrive in a fast-paced environment
• The ability to effectively manage your time, prioritizing multiple tasks, maximizing performance while remaining customer-focused
• The ability to quickly learn multiple web-based software programs necessary to the essential job functions and cross-department communications
• The ability to learn and retain complex pest control industry knowledge through company provided online, field, and classroom training
• Strong data entry skills and a high level of accuracy
• High attention to detail and a desire for getting things right
• The ability to understand complex customer data and scheduling geographies
• A desire to work as part of a team and to provide back-up when necessary for team members
• Concern for helping people and an aptitude for making people feel important and valued
• The ability to multi-task and prioritize competing responsibilities according to urgency and importance
• The ability to read, write, speak, and comprehend English
• Legal eligibility to work in the U.S.

Who We Are... Founded in 1925, American Pest is a fast-growing, energetic, and technology minded mid-size company located in Fulton, MD. Within the last four years, we've nearly tripled in size and currently employ over 400 employees! Being part of American Pest means doing your best every single day, to effect positive change for our customer and our community.

American Pest is part of Anticimex, a global pest control organization with a mission of being the global leader in modern pest management. Our company culture embraces communication and teamwork, dependability, innovation, growth, technology, and integrity.

Our Hiring Process... Knowing what to expect when job hunting is always a welcome relief. Our process for this position includes the following steps:

1. Application submission
2. Short phone interview
3. Schedule an interview and complete our full application
4. Interview in person at one of our four office locations in Fulton MD, Springfield VA, Richmond VA, or Charlottesville VA
5. Emailed offer letter, which is contingent on step 6, tentative start date set
6. Criminal background check/drug screening/reference check
7. Official start date confirmed
8. Welcome!

EOE/M/F/Vet/Disabled

American Pest is a Drug-Free Workplace