Customer Service Representative
The information provided below is geared towards the customer service representative position. However, if you are interested in other positions we can arrange to discuss other options with you.
Company Background
Who are we?
Cooper Pest Solutions is a privately owned pest control company located in Lawrencville NJ. We are an exciting and actively growing business and are on the cutting edge of the pest control industry, offering a wide variety of innovative and unique pest control services to our clients. We specialize in providing solutions to client’s problems with an emphasis on pursing non-chemical solutions as our primary method. We are often turned to as the company that can offer solutions when all other companies have failed and are proud of this reputation. Our organization is continually performing field efficacy studies with the largest manufacturers in our industry on new products and new formulations. Cooper Pest Solutions continually recruits dedicated individuals with bright minds. By bringing on individuals with these attributes we infuse the new blood necessary to continue our growth into emerging markets.
Our WOW Philosophy
Every person in the company strives to achieve our mission, which revolves around WOW.
WOW is achieved when the experience makes such an excellent impression with the receiving party that it is shared with family and friends. When striving for WOW, the by-product is an incredible experience, which impresses everyone we come in contact with.
Our mission at Cooper is to:
WOW our clients
WOW our teammates
WOW our community
WOW our service partners and
WOW the bottom line
WOW our Clients
During your career at Cooper you will be WOWing your customers. As part of the process you will need to practice WOW through a variety of methods to achieve superior customer service.
WOW Our Teammates
WOWing your teammates is a key element to success at Cooper. By working with teammates we are able to create a positive environment which allows individuals to reach their potential.
WOW Our Community and Service Partners
As part of our mission we WOW our service partners and the community. Our service partners are the businesses that service us or that we subcontract services to. When our service partners fail, we fail together and therefore WOWing our service partners is critical to our success. We also must remember that we are part of a bigger whole and that is our community. To this end, we expect each member of our team to give back to the community as a representative of Cooper Pest Solutions.
Your training
Your customer service representative training will provide you with knowledge of what products and services we offer and how to effectively communicate this information to our clients. The objective of your training will be to WOW our clients and WOW your teammates. Additionally, you will learn how to schedule our clients in our software to maximize our technician’s efficiencies while wowing our clients. Other training will include, understanding our phone system, our email and internal scheduling (Microsoft Outlook) and various office procedures.
During your training on our products and services you will cover a variety of subjects regarding pesticides, government regulations, customer perception, methods of providing service and approaches to solving pest problems. An emphasis is placed upon resolving problems with the least reliance on pesticides and a greater reliance on knowledge of specific pest life history, biology and behavior. The concept and principles of Integrated Pest Management will be fostered in order to provide pest control services that minimize the use of pesticides as well as exposure to pesticides.
What will a day at Cooper look like?
Customer service will provide support services to both residential and commercial markets. Clients range from private residences to major pharmaceutical companies and everything in between. Your typical day will involve fielding a minimum of eighty (80) calls along with the corresponding tasks resulting from the calls. Additionally, you will work with specific corporate clients that are assigned to you and you will get to know them on a one on one basis.
During our busy season (March through November) your day will be very fast paced. The challenge will be to WOW our clients while achieving the efficiencies necessary to handle the call volume expected.
Communication
Effective communications is one of the most important aspects of the Customer Service Representatives role. CSRs must posses the skills to effectively communicate both verbally and in writing. In order to deliver quality customer service, you must be able to effectively communicate with your clients to insure that you have a clear understanding of each of your client’s individual needs. It is also very important that through proper communication, our clients develop a high level of confidence and trust in the abilities of their CSR as well as the company. The end result is that each one of your clients should see great value in the services that Cooper Pest Solutions and their CSR provide them.
Analysis of Schedules
You will need to be able to look at schedules for our technicians and determine the best fit in the schedule to maximize our technicians’ efficiencies while WOWing the client. This will require knowledge of local geographies and an understanding of the capabilities of the technician staff. You will need to integrate rules regarding scheduling into your decision making.
Internet and Basic Personal Computer Skills
Computer skills are an integral part of your daily activities. We utilize the Internet for a variety of functions and you will need to able to navigate the net to find information. Some of the software we utilize is also accessed via the Net and this will be integrated into your daily activities. At times we acquire new software and you will be required to learn to use it effectively.
Other
As a tight knit group, we have to help each other to achieve our goals. You may need to help other departments if they are short handed or have a backlog of activity. Teamwork is crucial in our day to day activities.
Customer Service Representative Position
Detailed List of Principle Duties and Responsibilities, Basic Qualifications and Essential Job Functions Expectations
To perform this job successfully, an individual must be able to perform the Principal Duties and Responsibilities satisfactorily. Listed below are the Principle Duties and Responsibilities, Basic Qualifications and Essential Job Functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the Principle Duties and Responsibilities.
Basic Qualifications
¨ At least 18 years of age.
¨ High school diploma or equivalent.
¨ U.S. citizen or alien authorized to work in the United States.
¨ Able to work daily 8AM –5PM. Any required overtime and a pre-determined Saturday schedule.
¨ Read, speak, and comprehend English.
Essential Job Functions
¨ Knowledge of MS Windows computer operating system.
¨ Ability to type 40 words per minute
¨ Skill in planning and prioritizing work.
¨ Skill in oral and written communication.
¨ Skill in entering data (verbal, written, etc.) into a computer.
¨ Skill in promoting cooperation, building teamwork, and resolving conflict.
¨ Ability to operate computer and other office equipment.
¨ Ability to learn and use new computer software programs.
¨ Ability to adapt to changing work demands and requirements.
Principle Duties and Responsibilities
WOW Customer Service
Is using the WOW process to achieve superior customer service. Takes advantage of WOW opportunities to give the client a WOW experience. Interacts with others in a friendly, positive, and professional manner. Acts quickly and effectively to address actual or potential problems. Maintains composure and self-control at all times.
WOWing Teammates
Shares information with others who should know. Puts interest of team ahead of self when appropriate. Recognizes and celebrates successes of team members. Involves others when necessary to overcome challenges. Shows respect for a diverse range of opinions, ideas, and people. Offers suggestions for improvement; embraces and implements change.
WOW Service Partners & Community
Has knowledge of our service partners. WOWs our service partners. Understands the opportunities to contribute to the community. WOWs the community as a representative of Cooper.
Communication
Solicits and provides constructive and accurate feedback. Effectively uses communication technologies as required (e.g., telephone, pager, computer, fax, email, etc.). Communicates effectively (verbal and written) and in a timely manner with peers, clients, and management.
Individual Skills
Effectively organizes own work and completes on timely basis. Acts dependably to get things done right the first time. Considers positive and negative consequences before acting. Demonstrates a sense of urgency to win (for self and team); takes initiative when necessary (without exceeding boundaries). Maintains and applies appropriate skill in expected area(s) of expertise.
Rule Orientation
Attends training and participates in training programs. Follows company policies and procedures. Is punctual in reporting to work each day
Administration and Miscellaneous
Reports and paperwork are thorough, accurate, legible, and on time. Uses company resources/property in a skillful, professional, and respectful manner. Gives adequate notice to person(s) responsible for ordering supplies to avoid out-of-stock situations. Performs other tasks as requested by his/her immediate supervisor.
Service Support
Fully and accurately completes service request forms; includes any special instructions, information, or concerns that could impact technician and/or delivery of service. Contact customers by phone and/or mail to arrange service appointments. Listens empathetically to customer complaints; accurately records details of complaints; ensures all complainants receive a response within time period specified by company and/or manager. Receives incoming inquiries for service; answers basic prospect questions; performs appropriate paperwork/data entry about opportunity; notifies appropriate person(s) responsible for follow-up. Maintains customer records (hard copy and electronic) in a thorough, timely, and accurate manner. Scheduling clients to maximize efficiency while WOWing the client.
Workflow efficiency
Prepares and forwards daily reports to manager (and/or appropriate others) for review. Keeps complete and organized files of any company records.
Dedicated Representative Responsibilities
Works to build one to one relationships with all dedicated clients. Is proactive with all dedicated clients. Looks for opportunities within these relationships.
Growth Orientation
Understands all services available to clients. Suggests additional company services to customers when appropriate. Works with sales department to sell company services.
Responsiveness
Responds cooperatively with requests for help from fellow employees. Is receptive to suggestions from others on how to be a more effective CSR.
Typical Hours, Wages, and additional Benefits
Customer Service Representatives begin at $12 per hour.
A typical workweek consists of approximately 45 hours per week during the months of April through September and approximately 40 hours per week during the months of October through March. Included in the hours described above, are scheduled Saturdays. Approximately 20 Saturdays per year are scheduled for customer service representative and the hour’s range from 4-7 hours per Saturday depending upon the time of season.
In addition to your paycheck the following benefits are available to you.
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· Health and dental insurance
· 401K includes employer contributions
· Paid initial and on-going training
· Paid vacation
· Paid personal days
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· Six paid holidays
· Advancement opportunities
· Enrollment in Confidential Advisory Program (wellness program)
· Direct Deposit
· Sporting Event Tickets
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Opportunities and Obstacles
Opportunities:
People Interaction
To perform at a high level in customer service, you need to interact effectively with, and between, prospects, customers, coworkers, and management. Making a positive first impression, and making others feel valued and important are key!
Problem Solving
You are the first line of defense, against losing customers! When customers have a problem, they need for you to listen, share their concern, and find a solution! You will also be the first line of offense, in making a good first impression with prospective customers! When customers call in, they have a need, and they need for you to listen, and show enthusiasm about the opportunity to win their business and solve their problem!
Variety
Every day is different! New customers, challenges, and opportunities give customer service persons a great deal of variety in their work.
Contributing to Continuous Improvement
Maintaining quality and exceeding customer expectations requires a commitment to continuous improvement. And management will be counting on you for positive and insightful ideas and suggestions.
Obstacles:
Difficult Customers
Customers are people too! And sometimes when things go wrong, customers feel upset, and need for you to listen to their concerns, empathize with them, and reassure them that you and your team will do your best to address their concern(s).
Fluctuating Business Demands
Changing your workplace to match varying demands is essential! During busy periods the phones can ring nearly non-stop, and you will be expected to pick up the pace, and simultaneously manage multiple demands on your time without losing your effectiveness.
Staying Organized
Timing is everything! Doing the right things at the wrong time can be just as troublesome as doing things the wrong way. Organizing your work so you focus your efforts on the right things at the right time will propel your success in customer service!
