Customer Service Specialist
Company: Massey Services
Location: Riverview
Posted on: May 26, 2023
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Job Description:
Based in Orlando, Florida, Massey Services is the nation's fifth
largest pest prevention company and the largest privately held
family-owned company in the industry. Celebrating 38 consecutive
years of profitable growth, Massey Services and its subsidiary
organizations employ over 2,600 team members and operate
approximately 2,100 vehicles that provide residential and
commercial pest prevention, termite protection, landscape and
irrigation services to over 850,000 customers from 180+ Service
Centers throughout Florida, Georgia, Louisiana, Texas, South
Carolina, North Carolina, Tennessee, Virginia 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 customer's 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 customer's 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 Manager's
desk.
E. Run no charge invoices daily and put in the Technician's
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 customer's folder from Active File and run an A/R
copy
4. Fill out Cancellation Request Form. Place the pink copy of form
in the Technician's 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
Manager's/General Manager's desk.
Follow the Cancellation procedure (Policy & Procedures
#707,Cancellation Prevention Procedures; #708, Cancellation Reasons
& #709, Cancellation Codes) in it's 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 Customer's
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 & WDO's
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 WDO's for the General Manager based on his/her
availability and the customer's 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.
B. Check service invoices against production indicated on Daily
Service Schedule. Verify receipt of collections on Daily Service
Schedule and sign.
C. Review the production reports to insure that there are no
customers over two months past due that are being serviced. Bring
any such account to the attention of the Office Manager, Service
Manager, and Technician.
D. Record daily production and other information on the Pest
Prevention Daily Production Report. The General Manager and Service
Manager will review this report daily.
Note: The Daily Production Report will be maintained for each
Service Technician in the Service Center. At the beginning of each
month the number of units and charges are to be taken from the
Value of Routes Report and will be recorded on the Daily Production
Report. The Production Reports will be updated daily and all
individual route totals will be consolidated and recorded on a
consolidated daily production report for the Service Center. The
report will be totaled and recapped monthly.
E. Forward all Service Collections to the Office Manager for
preparation of the daily deposit.
II. Posting Production & Payments - Post all production and
payments by 12:00 in accordance with policies #418, Cash Posting,
Pest Control; #419, Cash Posting, Termite & #420, Cash Posting,
Termite Renewals.
III. Maintain Prolinx Data Base
A. Enter new baiting customers into Prolinx in accordance with
Policy & Procedure #2100, Baiting Administrative Procedures,
assigning the same Routeman account number and "qx" coding if
applicable.
B. Print out a copy of the customer's graph and attach to the
invoice.
C. After the Baiting Technician has completed the installation of
the baiting stations the Technician will give a copy of the graph
with the location of the baiting stations to the Customer Service
Specialist for input into Prolinx.
D. Once the stations have been updated, print out a copy of the
updated graph and place in the customer's file.
E. In addition to the initial Prolix entry, the Customer Service
Specialist is responsible for updating the graph for any additions
or changes in bait stations.
F. Each afternoon, using the Value of Routes, print out two copies
of the graph for all customers to be serviced the next day and put
with the invoice.
G. Following the guidelines and timeline set forth in the monthly
Baiting Renewal Processing Calendar, cancel baiting customers in
Prolinx.
IV. Accounts Receivable Collections
A. Assist Office Manager in monitoring and collecting customer
account balances in accordance with Policy and Procedures #701,
Pest Prevention Collection; #802, Termite Collection; #806, Annual
Renewal Collection and #901, Lawn Collection. Spend at least one
hour daily on collections.
Other Responsibilities
A. Gather information on all claims as requested by the General
Manager or Office Manager.
B. Reconcile termite files in accordance with the Termite and
Baiting Renewal Processing Calendar.
C. Type guarantees, file customer information and print invoices as
needed.
D. All other duties as assigned.
MINIMUM QUALIFICATIONS - EDUCATION, EXPERIENCE, AND/OR TRAINING
Education - High School Diploma or GED Required
Experience - Previous customer service experience preferred.
Skills - Strong organizational and communication skills required.
Knowledge of MS Office software and typing of 45 wpm preferred.
Keywords: Massey Services, Tampa , Customer Service Specialist, Hospitality & Tourism , Riverview, Florida
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