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Retention CSR in Lewisville, TX at Terminix

Date Posted: 5/29/2018

Job Snapshot

Job Description



Position Overview

Primary responsibility is to ensure customers receive the best experience possible, encouraging continual use of the company’s services or products. Responsible for customer center retention/saves processes. Uses computerized system for tracking, information gathering and /or troubleshooting. Prepares general correspondence and coordinates safes efforts with other Business Unit (BU) teams as required.




Job Responsibilities

  • Handles customer calls who are at risk of cancellation and resolves complaints/concerns with the objective of retaining customers.
  • Provides superior customer service to existing customers.
  • Handles advanced residential billing and service issues.
  • Communicates with branch personnel to resolve service and scheduling issues.
  • Maintains and updates customer information as necessary.
  • Handles tech line support.



Job Requirements

  • High school diploma or GED
  • 1-2 years related experience
  • Ability to use a personal computer or CRT
  • Basic knowledge of Microsoft Word, Excel, and Windows preferred
  • Ability to type 25 wpm is preferred
  • Good verbal, written, and interpersonal communication skills
  • Ability to work in a stressful, fast-paced environment
  • Good problem-solving skills
  • Ability to overcome objections and handle rejection
  • Ability to work flexible schedule, including weekends and holidays
  • Must be dependable and consistently punctual for all scheduled shifts



Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.