ROLE SUMMARY

Greenix is looking for a driven and empathetic Customer Service Supervisor to lead our Tier 4 Escalations Team. This team manages the highest level of customer interactions, including Code Reds, Google reviews, and detractor outreach. In this role, you'll play a vital part in maintaining our company's reputation by handling escalated concerns with professionalism and care. You'll also be responsible for managing our BBB profile and ensuring timely, thoughtful responses to customer complaints, while analyzing trends and providing meaningful feedback to drive company-wide improvements.

ABOUT GREENIX

Join one of the fastest growing businesses in Utah! Greenix has been recognized as one of \"Utah's Fast 50\" businesses for 3 years running and named \"Utah's Emerging 8\" businesses to watch. By sticking to our core values, we are redefining the pest control service industry. Building Lasting Relationships Going Beyond Creating Opportunities Doing What Is Right, Always If our core values resonate with you, we would be excited to add you to our team.

DUTIES & RESPONSIBILITIES

Answering customer and service pro inquiries: You will handle inbound customer calls and respond to customer inquiries related to Greenix's products or services, providing accurate and timely information to customers. Resolving customer and service pro issues: You will listen attentively to customers and service professionals, identify their needs, and take ownership of their issues until a resolution is reached.

Collaborating with other departments:

You will work closely with other departments, such as scheduling, sales, and billing, to ensure prompt and effective resolution of customer issues.

Utilizing customer feedback:

You will reach out to customers based on feedback left and help resolve their concerns.

Meeting performance metrics:

You will be responsible for meeting key performance indicators (KPIs), such as average handle time, quality assurance, and customer satisfaction ratings. You will maintain a positive, empathetic, and professional attitude towards customers at all times, ensuring their needs are met and their experience with the company is positive.

Technology:

You must be proficient in using call center technology, including phone systems, call recording software, and customer relationship management (CRM) software. A significant portion, ranging from 80-85%, of your shift will be dedicated to delivering exceptional support to customers in the queue. You'll have the opportunity to engage with customers through a range of communication channels, including voice calls, SMS, and email, ensuring a seamless and personalized experience.

QUALIFICATIONS & REQUIREMENTS

High School Diploma or equivalent Excellent Communication skills Basic computer skills Positive and friendly attitude

Preferred:

Minimum of 1+ years of experience in customer service.

WHAT WE OFFER

Medical insurance with subsidized premiums for employees and enrollees. Dental, vision, disability, accident, and life insurance options. 401(k) retirement program with company match of up to 5% percent of employee contributions. Employee assistance program (EAP), offering support for emotional, financial, legal, health, or work-related struggles for you and your dependents. Paid leave for all of life's reasons. Bonus programs. As part of our dedication to the diversity of our workforce, Greenix is committed to Equal Employment Opportunity. Applicants will receive consideration for employment without regard for race, color, gender, religion, national origin, disability, veteran status, military status, age, marital status, sexual orientation, gender identity, genetic information or any other protected group status. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application and employment procedures. #

INDCSS Pay:

From $17.00 per hour

Work Location:

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