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Client Engagement Specialist

2 months ago

Tacoma, Washington, United States Sprague Pest Solutions Full time

Are you dedicated to enhancing customer satisfaction and delivering exceptional service? Do you thrive on meticulousness and enjoy devising innovative solutions for intricate challenges? If so, this position is tailored for you.

About Sprague Pest Solutions:

Pests represent a significant risk to public health and the integrity of our food supply. Annually, millions suffer from food-related illnesses caused by bacteria carried by pests. At Sprague, our skilled and committed team is focused on crafting and implementing pest management strategies utilizing cutting-edge technology and products to protect individuals, properties, and food while minimizing environmental impact.

Joining Sprague means committing to delivering unparalleled service. We prioritize our dedication to our clients and ourselves, emphasizing consistency, accountability, respect, teamwork among colleagues, clients, and the community, as well as environmental stewardship in our pest prevention methods.

Your Responsibilities:

  • Establish enduring professional relationships with designated accounts and customer stakeholders.
  • Oversee account and billing setup and provide training for large-scale client implementations.
  • Proactively evaluate customer satisfaction to mitigate turnover risks.

What You Will Gain:

  • Compensation: $25-$30/hour plus corporate bonus structure.
  • Comprehensive on-the-job training.
  • A sense of pride in your contributions and alignment with the Sprague mission.
  • A nurturing team environment rooted in family values.
  • Limitless growth potential, including ongoing education and leadership development.

Benefits Offered:

  • Health, Vision, and Dental Insurance available within 30 days of employment.
  • 401K plan after one year, featuring a 100% match up to 3% and a 50% match up to 6%.
  • Paid time off: Personal days from day one, holiday and vacation time after 90 days.
  • Childcare support and college savings program.

Position Overview:

The primary role of the Client Engagement Specialist (CES) is to provide a World-Class client experience while ensuring efficient and proactive account management. The CES will cultivate professional relationships with key client contacts, addressing their needs and concerns to guarantee effective account setup and relationship management. Acting as the customer's advocate, the CES will collaborate with internal departments, including field operations and back-office teams, to facilitate the implementation and training of new services and billing arrangements, as well as modifications throughout the lifecycle of key accounts to best meet each client's requirements.

Key Responsibilities:

  • Proactively manage assigned accounts through setup, account oversight, and retention initiatives.
  • Build lasting trusted advisor relationships with assigned accounts and customer stakeholders.
  • Conduct regular check-in calls (Weekly, Monthly, Quarterly) with assigned accounts.
  • Facilitate Quarterly Business Reviews.
  • Monitor customer satisfaction to identify churn risks.
  • Lead administrative tasks related to large deployments for more complex accounts.
  • Oversee special billing for assigned accounts.
  • Resolve issues during client implementations.
  • Collaborate with cross-functional teams.
  • Ensure compliance with customer contracts and other obligations.
  • Perform additional duties as assigned.

Qualifications:

  • High School Diploma.
  • Minimum of 2 years of experience in customer service and account management.
  • Detail-oriented with high standards for work quality.
  • Desire for knowledge and professional growth.
  • Competitive mindset towards both individual and team achievements.

Preferred Qualifications:

  • Experience with PestPac and Salesforce.

Work Environment:

  • Primarily seated at a desk to operate a computer, telephone, and other office equipment.
  • Regular communication with internal and external customers via phone, in-person, and email.
  • Occasional walking, reaching, and/or bending to access equipment and supplies.
  • Ability to lift up to 50lbs as needed.