CalPro Inspection Group

Customer Support

• Answer inbound calls and respond to customer inquiries with professionalism and confidence
• Schedule inspections and pest control services efficiently
• Educate customers on our services and clearly explain value and benefits
• Upsell and cross-sell applicable services when appropriate
• Assist customers and field technicians with scheduling, service questions, and order concerns
• Handle basic billing, payment, and report-related questions
• Maintain accurate customer and job records
• Support team goals related to booking rates, conversions, and customer satisfaction

Customer Care Representative

• Supervise a team of customer care representatives, providing guidance, support, and training as needed.
• Monitor and evaluate agent performance, providing regular feedback and coaching to improve productivity and customer service quality.
• Develop and implement strategies to meet and exceed performance targets, including call quality, customer satisfaction, and response times.
• Handle escalated customer inquiries or complaints, resolving issues promptly and effectively.
• Create and maintain schedules to ensure adequate staffing levels to meet call volume demands.
• Analyze call center data and metrics to identify trends, areas for improvement, and opportunities for efficiency.
• Collaborate with other departments to optimize processes, improve customer experience, and implement best practices.
• Conduct regular team meetings to communicate updates, changes in procedures, and gather feedback.

Customer Care Representative

Customer Care Supervisor