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Customer Engagement Coordinator
2 months ago
Are you passionate about delivering outstanding customer experiences, demonstrating meticulous attention to detail, and showcasing excellent organizational abilities? If you thrive in a collaborative team environment, enjoy diverse responsibilities, and aim to make a meaningful impact while earning a living, consider joining the Sprague family as a Customer Engagement Coordinator.
Sprague Pest Solutions stands as a leading name in the commercial pest management sector in the West. We are on the lookout for a proactive and resourceful individual to become part of our Client Operations Center.
Key Responsibilities:
- Operate autonomously in a dynamic call center setting
- Manage service inquiries and complaints, striving to exceed customer expectations and transform challenges into successes
- Conduct collection calls, arrange services, and maintain accurate account information
- Act as a liaison among clients, management, service, and sales teams to ensure seamless pest control operations
Our Mission at Sprague:
At Sprague, we are dedicated to providing unparalleled service. Our focus lies in our commitment to our clients and ourselves, emphasizing consistency, accountability, respect, teamwork among colleagues, clients, and the community, and a responsible approach to pest prevention.
What We Offer:
- Competitive Salary: $20-25/hr based on experience
- A sense of pride in your contributions and alignment with the Sprague mission
- A nurturing team atmosphere grounded in family values
- Unlimited opportunities for professional growth, including tuition assistance and leadership development
Benefits Include:
- Health, Vision, and Dental Insurance available shortly after hire
- 401K plan after one year, featuring a 100% match up to 3% and a 50% match up to 6%
- Paid time off: Personal time from day one, with holiday and vacation time following a brief period
- Childcare support and college savings options
Qualifications:
- Minimum of 2 years in customer service roles
- At least 1 year of experience in a call center or professional office setting
- High school diploma or equivalent required
- Strong attention to detail and commitment to high-quality work
- Eagerness for continuous learning and professional advancement
- Competitive spirit in both individual and team contexts
- Openness to embracing new challenges and seeking improvements in business processes
Note:
W. B. Sprague Company Inc. reserves the right to modify job duties and responsibilities as necessary. This position description does not constitute a written or implied employment contract.
All employment offers are contingent upon a satisfactory motor vehicle record report that is reviewed annually.
Sprague Pest Solutions is an Equal Opportunity employer, fostering diversity through an inclusive culture. All qualified candidates will be considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics. We maintain a drug and smoke-free workplace.
In accordance with federal law, all hired individuals will be required to verify their identity and eligibility to work in the United States and complete the necessary employment eligibility verification form upon hire.
Detailed Role Overview:
Position Summary
The primary role of the Customer Engagement Coordinator is to deliver friendly, knowledgeable, and prompt assistance to both internal and external customers by swiftly addressing any actual or potential issues while seizing opportunities to surpass client expectations. The Customer Engagement Coordinators serve as the vital link for our clients, service, and sales teams, ensuring that pest control operations are executed smoothly and effectively. This role is ideal for a problem-solving individual who excels in a fast-paced environment with minimal supervision.
Essential Duties and Responsibilities:
- Respond to incoming service requests via multi-line phone, email, or online portal
- Investigate customer inquiries to identify all potential needs and concerns, then determine the best course of action
- Address complaints and service issues with empathy and a solution-oriented mindset
- Document complaints, service issues, requests, and changes to scheduled services, ensuring all parties are informed of necessary actions
- Build valuable relationships with customers, providing exceptional service in every interaction
- Schedule service appointments, ensuring complete and accurate information is relayed to technicians, managers, and customers
- Assist managers and technicians with mapping, routing, and assigning accounts and service calls
- Provide first-tier technical support for customers and service personnel, escalating issues to IT support or management as needed
- Help clients understand their invoices, navigate the customer portal, and process payments
- Conduct accounts receivable activities, including making outbound collection calls, resending invoices, and escalating payment issues to management, while documenting all activities and agreements
- Support the sales team with administrative tasks, including entering leads, pricing details, contacts, and activities into the account management system
- Review and quality check service reports and documentation, resolving and escalating issues as necessary, while maintaining accurate records
- Generate, manage, and distribute reports according to schedule and audience
- Collaborate with technicians and Branch Administrative Coordinators to manage license applications and renewals
Education & Experience:
- Minimum of 2 years in customer service
- At least 1 year in a call center or professional office environment
- High school diploma or equivalent required
Skills and Abilities:
- Effective verbal and written communication skills with customers, peers, and management
- Ability to navigate conflicts, recommend solutions, and facilitate outcomes that align with customer and company objectives
- Strong organizational skills to prioritize and manage time effectively to meet quality standards and deadlines
- Adaptability to thrive in a fast-paced office environment
- Self-motivated with the ability to work independently and escalate issues to management when appropriate
- Keen attention to detail and ability to identify and rectify errors and inconsistencies
- Proficiency in computer software and systems, including Microsoft Office (Word, Excel, Outlook), scheduling and mapping software, billing systems, and web-based portals; quick learner of new software
Compensation:
$20-25 per hour, based on experience
Compensation Details: Hourly Wage: $20-25
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