Why should you choose ProForce?

We are a leading pest control company dedicated to providing effective and reliable pest management solutions for residential and commercial customers. Our mission is to deliver innovative and reliable pest control solutions to our customers while upholding the highest standards of professionalism and integrity. As a rapidly growing organization, we are seeking a motivated and client-focused individual to join our team as an Appointment Center Representative.

Job Type: Full-time

Location: Onsite, Boca Raton, FL

Pay: $18.22 per hour

Job Summary

The Contact Center Customer Experience Agent plays a vital role in delivering exceptional customer service and enhancing the overall customer journey. You will be the first point of contact for customers, addressing inquiries, resolving issues, and providing insights to improve customer satisfaction. As a brand ambassador, you will embody the company's values and commitment to excellence.

Key Responsibilities

• Engage with customers via phone, email, live chat, and other channels, ensuring prompt and courteous service.
• Quickly identify and resolve customer issues, striving for a high level of satisfaction and minimizing further contact.
• Act as the customer's voice within the company, sharing feedback to improve products, services, and processes.
• Develop and maintain a deep understanding of company offerings to provide accurate information.
• Proactively prevent customer cancellations by understanding their needs and offering tailored solutions.
• Record customer interactions in the CRM system with precision, maintaining organized records.
• Meet or exceed KPIs such as customer satisfaction scores, first contact resolution, and response times.
• Participate in training opportunities to stay updated with industry best practices and improve your skills.
• Work with team members and other departments to ensure a consistent approach to customer service.
• Follow all company policies, procedures, and regulatory requirements, ensuring customer information confidentiality.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Experience:

• Previous experience in a contact center or customer service role with a focus on customer experience.
• Excellent verbal and written communication, with the ability to convey information clearly and empathetically.
• A strong commitment to understanding and meeting customer needs, with a passion for delivering exceptional service.
• Ability to think critically and solve problems creatively, addressing customer concerns effectively.
• Proficiency in CRM systems, contact center software, and other communication tools.
• High emotional intelligence to manage customer emotions and de-escalate challenging situations.
• Flexibility to handle various tasks and adjust to changing priorities in a fast-paced environment.
• Ability to pass required background screen

Preferred Qualifications

• Experience in customer experience or advocacy roles.
• Familiarity with multiple CCAAS and CRM products.
• Multilingual abilities (as needed based on customer base).

Benefits:

• Competitive salary.
• Opportunities for career growth and advancement.
• Ongoing training and development programs.
• Positive and inclusive work environment.

Equal Employment Opportunity:

ProForce Pest Control is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We also accommodate disabilities and pregnancy-related needs as required by law.