Client Service Administrator
Terminix

Job Info

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Position Overview

Responds to customer inquiries via telephone and email. Ensures that service requests are dispatched appropriately to the assigned service center. Communicates effectively with people often negotiating between partners and clients to resolve issues. Enters and maintains new client set-up information and all client account data changes in corporate database system(s). Coordinates IPM program materials and sends to partners on new account setups or on request, coordinates and maintains Certificates of Insurance when needed.

Job Responsibilities

• Answers customer/client requests or inquires concerning services, products and problems/issues that may arise.
• Utilizes operational system to process service requests promptly.
• May be tasked to work in one or multiple queues/skill sets over various customer contact channels.
• Updates all client information in corporate database and maintains the accuracy and integrity of the data.
• Ensures that billing methods, pricing and tax codes are properly entered and assigned.
• Ensures that new service protocols and service specifications are sent with service tickets.
• Notifies partners, account managers, and sales teams of account changes and client concerns.
• Compiles and sends Service Program materials.
• Reports on all set-up activity. Ensures Contractual Service Agreements are current and on file.
• Updates the scope of services on existing accounts, upgrades as well as downgrades as needed.
• Maintains service change information forms.
• Processes account cancellations, inactive customers, and notifies appropriate department(s) to cease service and pickup equipment if needed.
• Utilizes automated systems to initiate and complete service authorizations.
• Escalates repeated issues or unsatisfactory service concerns to Quality Assurance, Client Service Manager or National Account Executive when appropriate.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• May assist in training new employees.

Job Requirements

• High school diploma or equivalent
• Some college preferred
• 1-3 years customer service experience
• 3-5 years data entry experience
• Experience working in sales, billing, claims processing is helpful
• Written and verbal communication skills
• Organizational and project management skills
• Ability to multi-task
• Skill with Microsoft Office applications
• Detail oriented
• Ability to learn new business unit software programs as needed

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.

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