Customer Service and Operations Support

Company: Sprague
Location: Boise
Posted on: January 16, 2022

Job Description:

Description:
Do you get excited about great customer service, solving problems, and growth opportunities? If you also appreciate a supportive team culture, variety in your work, and making a positive difference while making a living, then you should join the Sprague family as a Branch Administrative Coordinator.The Branch Administrative Coordinator's primary responsibilities are customer service, compliance, and problem solving. No day is ever the same! What you'll do:Find ways to wow customers in every interactionAnticipate problems, offer solutions, and turn failures into winsField requests, schedule services, and communicate changes to customers, technicians, and managersMake sure the office, technicians, managers, and customers are set up for successKeep scrolling for more details!What you bring to this role:2+ years customer service experience1+ years working in a call center or professional office environmentHigh school diploma or equivalentAttention to detail and high standards of work qualityHunger for knowledge and professional developmentCompetitive approach to both individual and team performanceWillingness to take on new challenges and seek out opportunities to improve business operationsWhat we do at Sprague:Sprague Pest Solutions is one of the fastest-growing commercial pest control companies in the West, headquartered in Tacoma, WA. Working for Sprague means passionately delivering uncompromising service. We focus on our commitment to our clients and ourselves; consistency, accountability, respect, teamwork among co-workers, our clients, and the community; and environmental responsibility in our approach to pest prevention.What you'll get working here:Salary: $20/hr to start (depending on experience) plus performance incentives (Estimate annual $42,000-$50,000)Pride in your work and the Sprague missionA supportive team environment based on family valuesUnlimited growth opportunities, with tuition assistance and leadership trainingCompany-provided phoneBenefits:o Health, Vision, Dental Insurance within 30 days of hireo 401K after 1 year, with 100% match up to 3% plus 50% match up to 6%o Paid time off: Personal time available day 1, holiday and vacation time after 90 dayso Child care assistance and college savings planAll offers of employment are contingent upon a satisfactory motor vehicle record report that is checked annually.Sprague Pest Solutions is an Equal Opportunity employer and promotes diversity through a culture of inclusion and opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics protected by law. We are a drug and smoke-free environment.In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire..

Requirements:
Education and/or Experience2+ years customer service experience1+ years working in a call center or professional office environmentHigh school diploma or equivalentEnvironment and Physical DemandsConstantly sitting at a desk to operate a computer, telephone, and other office equipmentConstantly communicating with internal and external customers by telephone, in-person, and over emailFrequently walking and/or stooping to access files, equipment, and suppliesOccasionally lifting up to 50lbsSocial distancing practices include mandatory use of masks in proximity of others in the officeCovid-19 vaccinations are mandatory for all employeesW. B. Sprague Company Inc. reserves the right to revise or change job duties and responsibilities as the need arises. This position description does not constitute a written or implied contract of employment.All offers of employment are contingent upon a satisfactory motor vehicle record report that is checked annually.Sprague Pest Solutions is an Equal Opportunity employer and promotes diversity through a culture of inclusion and opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics protected by law. We are a drug and smoke-free environment.In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.Detailed Job Description:Position Summary The primary function of the Branch Administrative Coordinator is to provide friendly, knowledgeable, and prompt support for internal and external customers by quickly and effectively addressing actual or potential problems and taking advantage of opportunities to exceed client expectations. The BAC works closely with managers and technicians to ensure efficient service levels, accurate documentation, and customer satisfaction.Essential Duties and ResponsibilitiesAnswer incoming service requests by multi-line phone, email, or online portalResearch customers' requests to uncover all potential needs and concerns, then determine appropriate actionTriage complaints and service issues with empathy and problem-solving approachLog complaints, service issues, requests, changes to scheduled service, ensuring customers, technicians, and managers are informed of actions required and takenDevelop valuable relationships with customers, delivering first-class customer service in every interactionSchedule service calls, providing complete and accurate information to technicians, managers, and customersAssist managers and technicians with mapping, routing, and assignment of accounts and service callsProvide first-tier technical support for customers and service personnel, escalating to IT support or manager as neededConduct accounts receivable activities, including outbound collection calls, processing credit cards and cash payments, resending invoices, escalating payment issues to managers, documenting activities and agreementsTrack product and equipment inventory, manage orders, check-in and organize deliveriesSupport sales team by tracking leads, pricing details, setting up accounts, logging contacts and activities, and generating reportsInspect and quality check technician reports and paperwork, resolve and escalate issues, and file records accuratelyRun, manage, and deliver reports according to schedule and audienceMaintain and organize office and pest management supplies, equipment, and recordsServe as an alternate point of contact for internal and external customers when Branch or Account Managers are unavailableKnowledge, Skills, and AbilitiesAbility to communicate effectively verbally and in writing with customers, peers, and managersAbility to navigate conflict, recommend options, and facilitate solutions that best serve the customer and the company's objectives and valuesAbility to set priorities and manage time to accomplish work goals according to quality standards and deadlinesAbility to adapt quickly and work effectively in a fast-paced office environmentAbility to perform effectively with minimal direction, self-direct work, and escalate problems to manager where appropriateAttention to detail and ability to recognize and correct errors and inconsistenciesProficiency in computer software and systems including, but not limited to Microsoft Office (Word, Excel, Outlook), scheduling and mapping software, billing systems, and web-based portals; ability to learn new software quicklyPI160804619

Keywords: Sprague, Boise , Customer Service and Operations Support, Hospitality & Tourism , Boise, Idaho