Customer Relations Specialist - Urbanex Austin

Customer Relations Specialist

About Urbanex

Urbanex is a rapidly growing, family and veteran-owned pest control company dedicated to

providing superior service and building a culture of growth, development, and teamwork.

From our humble beginnings in Nashville, Tennessee, in 2015, we're expanding to 14

locations across the country. We're not just about eliminating pests; we're about building

relationships and exceeding customer expectations. Our technicians are friendly,

courteous, and always go the extra mile, as evidenced by our customer testimonials.

At Urbanex, people are our most valuable asset. We invest in training, offer career

development opportunities, and foster a supportive, inclusive work environment where

everyone can thrive. If you're looking to join a company that values its employees and is

committed to making a difference for our customers, Urbanex might be the perfect fit for

you!

Our Core Values

• Play Like a Champion: We choose resilience, positivity, and determination, even when

it's hard. We find enjoyment and purpose in what we do to rise above, stay agile, and

pursue excellence in every situation.

• Unwavering Character: We choose to do the right thing, regardless of the

consequences. We always show up wholeheartedly, embracing vulnerability and

inspiring others by being a good person.

• Commit to Better: We wake up every day with the relentless desire to become better.

We face adversity head-on and inspire others to relate to challenges as opportunities for

growth.

• Wholehearted Connection:
We root for one another in success and failure. We build a

community where everyone feels seen, supported, and valued. We meet people where

they are and believe building bridges is better than burning them.

• Belief is Contagious: We rise up by inspiring hope, giving people the freedom to

explore the journey of growth, and rewarding those with the courage to act on their

infinite potential,

About the Role

As a Customer Relations Specialist, you'll be the first point of contact for our customers at

our Huntsville branch, playing a vital role in ensuring their satisfaction and

contributing to the branch's success. You will be a customer advocate, addressing

concerns, educating customers on our services, and ensuring they have a positive experience with Urbanex. This role requires a self-starter who can work autonomously,

manage their time effectively, and prioritize a broad set of responsibilities. You will need to

be reliable, honest, hardworking, and maintain a high level of professionalism in all

interactions. Excellent communication skills, both written and verbal, are essential. This is

an in-office position.

Responsibilities

• Answer incoming calls with enthusiasm and professionalism.

• Schedule and reschedule service appointments, ensuring efficient routing and

technician availability.

• Process customer payments accurately and securely, maintaining detailed records

in our CRM system.

• Respond promptly and professionally to customer inquiries via phone, email, and

SMS.

• Proactively follow up with customers to ensure their satisfaction and address any

concerns.

• Educate customers about Urbanex's services, the importance of ongoing pest

control maintenance, and any available promotions.

• Collaborate with branch managers and technicians to coordinate service routes

and resolve customer issues efficiently.

• Handle customer retention tasks, including addressing concerns that might lead to

cancellations and proactively rescheduling appointments.

• Provide feedback to branch managers on customer trends and issues to help

improve service delivery and identify areas for growth.

• Assist branch managers with various tasks and projects as needed, demonstrating

flexibility and a willingness to support the team.

• Maintain accurate and up-to-date customer records in our CRM system.

Qualifications

• Strong customer service skills with a passion for helping others and resolving issues

effectively.

• Excellent verbal and written communication skills, with the ability to communicate

clearly and professionally.

• Exceptional organizational skills and the ability to manage multiple tasks

simultaneously, demonstrating strong time management and…