Customer Service & Operations Support (BAC)

Sprague Pest Solutions • Union Gap, WA

1h • $20 - $25

About The Position

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.

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
• 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.

Nice To Haves

• 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

Responsibilities

• 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.
• 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.
• 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.
• Provide first-tier technical support for the logbook and customer portal.
• Maintain and organize office supplies, equipment, and records; send & receive mail & deliveries.
• 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.

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
• Childcare assistance and college savings plan
• Salary: $20-25/hr to start (depending on experience) plus performance bonuses and sales commissions
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees