Customer Service Specialist
: Job Details :

** Customer Service Specialist**

**Job Category****:** Administrative **Requisition Number****:** CUSTO003186 Showing 1 location **Job Details**

**Description**

Based in Orlando, Florida, Massey Services is the nations fifth largest pest prevention company and the largest privately held family-owned company in the industry. Celebrating 36 consecutive years of profitable growth, Massey Services and its subsidiary organizations employ over 2,400 team members and operate approximately 2,100 vehicles that provide residential and commercial pest prevention, termite protection, landscape and irrigation services to over 650,000 customers from 167 Service Centers throughout Florida, Georgia, Louisiana, Texas, South Carolina, North Carolina and Oklahoma.

Massey Services will be the leader in providing an environmentally responsible and superior service. Our Company will grow by adhering to the highest standards of performance and professionalism.

SUMMARY OF RESPONSIBILITIES

1. Project a Quality Image

Look, Act and Sound Professional

2. Deliver Superior Customer Service

Always be cheerful, courteous and follow through. Use every Customer interaction as an opportunity to build relationships.

3. Produce Accurate, Timely Records

Produce quality work within deadlines.

4. Continually Learn

Embrace every opportunity to learn and develop your skills.

JOB FUNCTIONS AND DUTIES:

DELIVER SUPERIOR CUSTOMER SERVICE:

I. Customer Concerns:

A. Answer customer calls by the second ring, and with a smile in your voice. Listen patiently to customer concerns.

B. Locate customers account on the computer or take all necessary information and ask customer if they are able to hold while you locate account. Always wait for a response from the customer before placing them on hold. Search for account by address, Alpha or phone number. When returning to customer always use their name and thank them for holding.

C. Log customer issue in Routeman Special Services and the Notes section (per Service Policy & Procedure #SPP602, Automated Extra Service Log / Report), documenting specific details regarding issues and requests. Before hanging up with customer, verify the information given: especially the phone number including the area code. Using the customers name, always thank them for calling. Always try to obtain an alternate contact number.

D. Before the end of each day run a copy of the extra service log and place a copy on Service Manager and or General Managers desk.

E. Run no charge invoices daily and put in the Technicians box.

Note: All calls for extra service (complaint calls) must be responded to the same day received and resolved within 48 hours or at the convenience of the customer. See P&P #1802, Automated Extra Service Log / Report for specifics and details.

II. New Sales

A. When answering a lead call be professional, cheerful, courteous and listen carefully.

1. Take down all information accurately, including name, address phone number, concerns or issues.

2. Schedule the appointment at the customers convenience

3. Page the Sales Inspector and relay the information if it is same day appointment.

4. Record the information in the lead log.

B. As the sale is being closed, the Sales Inspector will call the Customer Service Specialist to schedule the customer for service. The Customer Service Specialist will:

1. Inform the Sales Inspector or Technician of available day and time using the Start/Install Log.

2. Log customer information in Start/Install Log under agreed date and time.

3. In the event the start will require more than one day, or more than one Technician to complete, notify General Manager and/or Service Manager immediately.

C. After receipt of executed sales agreement from the General Manager the Customer Service Specialist will create the account in Routeman and prepare the paperwork for the initial service (i.e. copy of agreement, graph, rate card and cover/start sheet). A manila file is created and folder is placed in a Sold Not Started file.

D. After the initial service has been completed, the Customer Service Specialist will:

1. Verify each new account has been started and if so, remove from start route as long as invoices have been printed. Using Value of Routes and after verifying with Service Manager and/or Technician the Customer Service Specialist will assign route and regular date of service. Remove file from the Sold Not Started file and place into the active customer files.

III. Cancellations-Reinstatements

A. When answering a cancellation call be professional, cheerful, courteous and listen carefully.

1. Take down all information accurately, including name, address phone number, concerns or issues.

2. Make every attempt to save the customer. (Schedule remedial service, correct billing problem, offer free service, etc. Personnel and service problems must be transferred to the Service Manager/General Manager ASAP.) Determine what we could have done; what should we have done to prevent the cancellation. See P&P #707, Cancellation Prevention Procedures. Never leave the customer with the idea that they have cancelled. The General Manager is the only one who can authorize a cancellation after talking with the customer.

3. Remove the customers folder from Active File and run an A/R copy

4. Fill out Cancellation Request Form. Place the pink copy of form in the Technicians box and the yellow copy in the Sales Inspectors box.(The Sales Inspector will use this for follow-up in 60-90 days.)

5. Log in Cancellation Log See P&P #707, Cancellation Prevention Procedures

6. Place folder and Cancellation Request immediately on Service Managers/General Managers desk.

Follow the Cancellation procedure (Policy & Procedures #707,Cancellation Prevention Procedures; #708, Cancellation Reasons & #709, Cancellation Codes) in its entirety as outlined in the Office Policy and Procedures Manual.

SPECIAL NOTE: All service related cancellations are to be contacted in person on All accounts by the General Manager and /or Service Manager. The Customer Service Specialist is charged with the responsibility of making sure the cancellation request is completed in its entirety for use by the General Manager and Service Manager in this contact. Only the General Manager can cancel an account and only after contacting the customer.

7. The Customer Service Specialist receives the approved Cancellation Request back from the General Manager or Service Manager, and if applicable, records on the Cancellation Log. The approved cancellation is then input into the computer.

Note: The Customer Service Specialist will file the Customers information in the cancellation file cabinet if the account has a zero balance. If the account has a balance due or credit, the file will be given to the Office Manager to begin immediate collection/refund efforts.

IV. Scheduling Reinspections & WDOs

A. Contact customers to schedule reinspections using the reinspection appointment book. Schedule reinspections for the same day and location when ever possible. (See Service Policy & Procedure #SPP507, Annual Termite Reinspections)

B. Schedule WDOs for the General Manager based on his/her availability and the customers convenience.

PRODUCING ACCURATE & TIMELY RECORDS

I. Preparing Production for Posting & Recording

All in-town technicians will report physically to the Service Center each morning or evening. Out-of-town technicians will call the Service Center each morning for messages, instructions, etc. They will then call in the early evening to report their service progress for the day. This will be their accountability check-in call. Out-of-town technicians will also report physically to the Service Center no less than once per week.

A. Check all service invoices against daily Blue Sheets.