Customer Service Manager

The Customer Service Manager attracts potential customers and closes sales by providing information about mosquito and tick control services offered by Mosquito Toronto through phone, email, text and social media engagement. The assistant will use the Gorilla Desk CRM to process orders, schedule services, establish service routes, follow-up on customer questions and concerns and fulfil all customer needs to ensure 100% customer satisfaction and success.

• Go the extra mile to engage customers in a consistent and professional manner
• Greet customers warmly and quickly ascertain the problem or reason for calling
• Manage a large number of incoming calls, emails and text messages effectively, achieving company timing standards for answering the phone and replying to web communications
• Open and maintain customer accounts by recording account information in Gorilla Desk
• Sell services to prospects and customers by collecting customer information and analyzing customer needs
• Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing payments in Gorilla Desk
• Prepare service reports by collecting and analyzing customer information
• Contribute to team effort by communicating with the owner and other team members
• Communicate with field technicians about issues that come up that may affect their daily service schedule
• Generate sales leads through monitoring and implementation of the referral program
• Build sustainable relationships of trust through open and interactive communication
• Keep detailed records of customer interactions, process customer accounts and file digital documents
• Follow communication procedures, guidelines and policies
• Maximize revenue per order using creating sales approaches
• Inform leads, prospects and customers of special offers and promotions
• Compile reports on overall customer satisfaction

Requirements

• This role requires a commitment of 10-20 hours Monday to Friday with occasional work in the evenings and weekends to handle pressing concerns
• The employee must have high-speed internet, a phone and a reliable computer.
• The contract period is Mid-April to September. Time off requests must be made 4 weeks in advance to ensure coverage of duties.

About Mosquito Toronto

Our Mission: To provide professional pest control services to Greater Toronto homeowners that allow them to enjoy their outdoor living spaces, through the control of harmful, biting pests, using environmentally conscious services and treatments.

Job Type: Part-time

Salary: $18.00-$24.00 per hour

Expected hours: 10 – 20 per week

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday
• Weekends as needed

Application question(s):

• What skills and experience do you have that make you a great fit as the Customer Service Manager at Mosquito Toronto?

Experience:

• Customer service: 3 years (preferred)

Work Location: Remote

Application deadline: 2024-03-30
Expected start date: 2024-04-22