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Client Operations Specialist

1 month ago

Denver, United States Sprague Pest Solutions Full time

Do you take pride in great customer service, attention to detail, and exceptional organizational skills? 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 Client Operations Specialist.

Sprague Pest Solutions is one of the fastest-growing commercial pest control companies in the West, headquartered in Tacoma, WA. We are seeking a proactive problem-solver to join our Client Operations Center.

What you'll do:

* Work independently in a fast-paced call center environment
* Intake service requests and complaints, finding ways to wow the customer and turn failures into wins
* Make collection calls, schedule services, and update account records
* Serve as a link between clients, management, service and sales teams to keep pest control operations running smoothly

What we do at Sprague:

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)
* 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

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

Requirements

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

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 Client Operations Specialist 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 Client Operations Specialists are the lifeline for our clients, service and sales teams to keep pest control operations running smoothly and effectively. The Client Operations Specialist is a problem-solving go-getter who thrives in a fast-paced environment with little direct supervision.

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
* Help clients understand their bills, navigate the customer portal, and process payments
* Conduct accounts receivable activities, including making outbound collection calls, resending invoices, escalating payment issues to managers, documenting activities and agreements
* Provide administrative support to the sales team by entering leads, pricing details, contacts, and activities into the account management system
* Inspect and quality check service reports and paperwork, resolve and escalate issues, and file records accurately
* Run, manage, and deliver reports according to schedule and audience
* Work with technicians and Branch Administrative Coordinators to manage license applications and renewals

Education & Experience

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

Qualifications and Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

Pay Range:

$20-25 per hour to start, depending on experience

Salary Description

$20-25 hourly (DOE) plus incentives

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