Representative, Customer Experience at Certus Pest Inc

Egypt Lake-Leto, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

18.0

Posted On

12 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Inside Sales, Account Management, Communication, Problem Solving, Decision Making, Microsoft Word, Microsoft Excel, Microsoft Outlook, Basic Math, Call Handling, Billing Resolution

Industry

Consumer Services

Description

Description Purpose Deliver world-class customer service and sales support by professionally responding to customer requests, managing inbound and outbound calls, and ensuring customer satisfaction through accurate account management and effective communication. Drive operational excellence by supporting sales, technicians, and department heads to resolve issues impacting the customer experience. Key Contributions Handle inbound and outbound customer service-related calls, qualifying each call and determining customer needs. Maintain and update customer accounts, document all interactions, and set up Call Back services. Collect payments, schedule inspections and quality control visits, and resolve billing issues. Support sales and marketing initiatives, assist inside sales during peak hours, and meet or exceed performance metrics. Foster strong communication with platform branches to continuously improve customer experiences Success Metrics Complete assigned workflow tasks within 24–48 hours. Maintain = 98% accuracy on all submissions and documentation. Achieve = 90% positive satisfaction scores on post-interaction surveys. Meet conversion goals for lead to call and positive action. Resolve service issues or escalations within 24 hours with zero repeat issues. Attain Monthly Development Plan goals regularly. Growth Impact Accelerates revenue capture by reducing the cost of open territories and call center gaps. Protects compliance through accurate background checks and adherence to hiring standards. Drives scalability by building repeatable, efficient customer service processes for high-volume frontline roles. Strengthens culture and retention by ensuring service quality and responsiveness that reinforce trust in CERTUS leadership and systems. Capabilities & Strengths Exceptional communication and interpersonal skills to build trust and create positive customer experiences. Strong problem-solving and decision-making abilities to resolve customer issues efficiently. Collaborative mindset, able to partner with technicians, sales staff, and department heads to maintain alignment and resolve issues Requirements Required Qualifications High School diploma or equivalent. Previous customer service and/or inside sales experience preferred. Working knowledge of Microsoft Word, Excel, and Outlook. Ability to calculate basic math. Must pass a seven-year criminal background check and substance abuse testing. Preferred Qualifications Experience in multi-state, high-growth, or field-based environments. Advanced communication and grammar skills. Experience with Pest Pac and Velocify systems

Responsibilities

Deliver world-class customer service and sales support by managing inbound and outbound calls and maintaining accurate customer accounts. Collaborate with technicians and sales staff to resolve service issues and meet performance metrics.