BAC - Customer Service and Operations Support

Description:

Do you get excited about great customer service, solving problems, and unlimited learning? 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! This position supports the Portland market and is based out of Portland, Oregon.

What you'll do:

• Find ways to wow customers in every interaction
• Anticipate problems, offer solutions, and turn failures into wins
• Field requests, schedule services, and communicate changes to customers, technicians, and managers
• Make sure the office, technicians, managers, and customers are set up for success
• Keep scrolling for more details!

What you bring to this role:

• 2+ years customer service experience
• 1+ years working in a call center or professional office environment
• High school diploma or equivalent
• Attention to detail and high standards of work quality
• Hunger for knowledge and professional development
• Competitive approach to both individual and team performance
• Willingness to take on new challenges and seek out opportunities to improve business operations

What 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: $20-25/hr to start (depending on experience) plus annual bonus plan
• Pride in your work and the Sprague mission
• A supportive team environment based on family values
• Unlimited growth opportunities, with tuition assistance and leadership training
• Company-provided phone

Benefits:

• Health, Vision, Dental Insurance within 30 days of hire
• 401K after 1 year, with 100% match up to 3% plus 50% match up to 6%
• Paid time off: Personal time available day 1, holiday and vacation time after 90 days
• Child care assistance and college savings plan

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.

Requirements:

Education and/or Experience

• 2+ years customer service experience
• 1+ years working in a call center or professional office environment
• High school diploma or equivalent

Environment and Physical Demands

• Constantly sitting at a desk to operate a computer, telephone, and other office equipment
• Constantly communicating with internal and external customers by telephone, in-person, and over email
• Frequently walking and/or stooping to access files, equipment, and supplies
• Occasionally lifting up to 50lbs

W. 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 Responsibilities

• Answer incoming service requests by multi-line phone, email, or online portal
• Research customers' requests to uncover all potential needs and concerns, then determine appropriate action
• Triage complaints and service issues with empathy and problem-solving approach
• Log complaints, service issues, requests, changes to scheduled service, ensuring customers, technicians, and managers are informed of actions required and taken
• Develop valuable relationships with customers, delivering first-class customer service in every interaction
• Schedule service calls, providing complete and accurate information to technicians, managers, and customers
• Assist managers and technicians with mapping, routing, and assignment of accounts and service calls
• Provide first-tier technical support for customers and service personnel, escalating to IT support or manager as needed
• Conduct accounts receivable activities, including outbound collection calls, processing credit cards and cash payments, resending invoices, escalating payment issues to managers, documenting activities and agreements
• Track product and equipment inventory, manage orders, check-in and organize deliveries
• Support sales team by tracking leads, pricing details, setting up accounts, logging contacts and activities, and generating reports
• Inspect and quality check technician reports and paperwork, resolve and escalate issues, and file records accurately
• Run, manage, and deliver reports according to schedule and audience
• Maintain and organize office and pest management supplies, equipment, and records
• Serve as an alternate point of contact for internal and external customers when Branch or Account Managers are unavailable

Knowledge, Skills, and Abilities

• Ability to communicate effectively verbally and in writing with customers, peers, and managers
• Ability to navigate conflict, recommend options, and facilitate solutions that best serve the customer and the company's objectives and values
• Ability to set priorities and manage time to accomplish work goals according to quality standards and deadlines
• Ability to adapt quickly and work effectively in a fast-paced office environment
• Ability to perform effectively with minimal direction, self-direct work, and escalate problems to manager where appropriate
• Attention to detail and ability to recognize and correct errors and inconsistencies
• Proficiency 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 quickly

Compensation details: 20-25 Hourly Wage

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