Customer Service & Operations Support (BAC)

Job Description

Job Description

Description:

Join Our Team as a Branch Administrative Coordinator!

Are you a detail-oriented multitasker with a knack for keeping things running smoothly? Do you thrive in a dynamic environment where your organizational skills and proactive approach make a real impact? If so, we want you to be our next Branch Administrative Coordinator (BAC)!

• Be the Backbone: You'll play a pivotal role in ensuring our branch operations run like a well-oiled machine.
• Client Champion: Manage client tickets, handle service requests, and maintain accurate records in our CRM.
• Support Hero: Provide essential support to our technicians and branch management, ensuring customer satisfaction and operational success.

• Service & Technician Coordination:
  • Assign client tickets to technicians and assist with mapping, routing, and scheduling.
  • Handle incoming service requests via phone, email, or online portal.
  • Review daily reports, batch tickets, and ensure quality control.
• Account & Billing Management:
  • Create and update client accounts, manage billing and invoicing, and handle collections.
  • Conduct monthly closing procedures and log service issues and requests.
• Documentation & Compliance:
  • Ensure technician licensing is up-to-date and maintain compliance documentation.
  • Keep service binders organized and up-to-date.
• Technical & Administrative Support:
  • Provide first-tier technical support for our logbook and customer portal.
  • Manage office supplies, equipment, and mail.
• Branch Manager Support:
  • Assist with payroll, inventory management, and reporting.

What you’ll get working here:

• Salary: $20-25/hr to start (depending on experience) plus annual bonus
• On-the-job training and development
• Pride in your work and the Sprague mission
• A supportive team environment based on family values
• Unlimited growth opportunities, with continuing education 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: Sick time available day 1, holiday and vacation time after 90 days

If you're ready to take on a role where your contributions are valued and you can grow with us, apply today! Join us in delivering exceptional service and ensuring our branch operates at its best.

Apply Now and Be Part of Our Success!

What We're Looking For:

• Professionalism: A friendly and professional demeanor with a commitment to delivering uncompromising service.
• Organizational Guru: Your attention to detail and ability to juggle multiple tasks will be key.
• Tech-Savvy: Comfortable with CRM systems and basic technical support.
• Proactive Problem Solver: You anticipate needs and tackle challenges head-on.
• Team Player: You work well with others and support your team to achieve common goals.
• Ownership Mindset: Sees the need, takes the lead; takes pride in a job-well done.
• Strong Communicator: Clear and direct communication; asks great questions to uncover challenges and solve-problems quickly.

Must haves for this job:

• High school diploma or equivalent

Nice to haves for this job:

• 2+ years experience in customer service roles, preferably in service-oriented industries such as HVAC, plumbing, retail, hospitality, or call-centers
• 1+ year experience in account management, credit & collections

Pre-Hire Screening Requirements:

• 5+ years Satisfactory Motor Vehicle Record
• Criminal Background Check: Federal, State, County
• 5-Panel Drug Screen

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 Title : Branch Administrative Coordinator - Idaho Falls Branch

Department : Operations

Reports to : Branch Manager

FLSA Status : Non-Exempt

EEOC Class : Administrative Support Workers

Salary : Range specific to branch, 3% annual bonus subject to annual goal

Position Summary:

The Branch Administrative Coordinator (BAC) plays a crucial role in ensuring the smooth operation of branch activities. This position is primarily responsible for managing client tickets, handling service requests, and maintaining accurate records in Sprague’s CRM. Additionally, the BAC oversees account management, billing, and invoicing, while providing essential support to technicians and branch management. By efficiently handling administrative tasks and supporting branch operations, the BAC significantly contributes to customer satisfaction and the overall success of the branch.

Essential Duties & Responsibilities:

Service & Technician Coordination:

• Ensure all clients tickets are assigned to technicians in Sprague’s CRM, as outlined by Branch Management.
• Assist managers and technicians with mapping, routing, and assignment of accounts and service calls; Post On-Call schedule.
• Answer incoming service requests by multi-line phone, email, or online portal.
• Review daily messaging reports (MTO) from prior day(s) regarding accounts & updates; reporting and/or acting on information as needed.
• Conduct daily batching of tickets; Inspect and quality check technician reports and paperwork, resolve and escalate issues, and file records accurately.
• Review call backs and after hours calls from clients; escalate and act on information as needed.

Account & Billing Management:

• Create accounts and update records as new accounts are sold or modified.
• Conduct account billing and invoicing activities, including special billing requirements, outbound collection calls, processing credit cards and cash payments, resending invoices, escalating payment issues to managers, documenting activities and agreements.
• Conduct monthly closing procedures for Branch.
• Log complaints, service issues, requests, changes to scheduled service, ensuring customers, technicians, and managers are informed of actions required and taken.

Documentation & Compliance:

• Ensure renewal and documentation of technician licensing; create & update smart pages.
• Log complaints, service issues, requests, changes to scheduled service, ensuring customers, technicians, and managers are informed of actions required and taken.
• File branch compliance documentation and maintain service binders.
• Technical & Administrative Support:
• Provide first-tier technical support for the logbook and customer portal.
• Maintain and organize office supplies, equipment, and records; send & receive mail & deliveries.

Branch Manager Support:

• Payroll: Review technician timecards and communicate corrections to Branch Manager.
• Inventory: Order pesticides; track product and equipment inventory, manage orders, check-in and organize deliveries.
• Reporting: Run, manage, and deliver reports according to schedule and audience.
• Other duties as assigned.

Job Requirements:

• High school diploma or GED
• Excellent communicator, both written and verbal, able to communicate complex concepts and risk factors to stakeholders and influence decision making
• 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
• Ability and aptitude with Microsoft Office Suite, scheduling and mapping software, billing systems, and web-based portals and other technology necessary for successful day-to-day functioning in a business environment; ability to learn new software quickly.
• Ability to pass background screening requirements, including identity, criminal history, education, employment, and motor vehicle records checks

Preferred Qualifications:

• 2+ years experience in customer service roles, preferably in service-oriented industries such as HVAC, plumbing, retail, hospitality, or call-centers

Environment and Physical Demands:

• Frequently 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, reaching, and/or stooping to access equipment and supplies
• Frequently lifting up to 50lbs

Disclaimer:

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.

Equal Employment Opportunity:

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.