Planning Specialist, Customer Experience

Terminix • Honolulu, HI

11d

About The Position

The Planning Specialist, Customer Experience uses route analysis software to adjust territory plans and create effective, efficient daily and weekly tactical route plans for assigned branch locations. The role analyzes plans, resource availability, and territories; maintains geographic codes, addresses, and customer information; and reports metrics daily to the Service Planning Supervisor and Branch Managers or Technicians.

The position works with service personnel, branch and contact center colleagues, North American managers, and customers. Key performance indicators include work orders scheduled per day or month, 30- and 60-day completion rates, and planned miles between work orders.

Requirements

• Advanced knowledge of routing and scheduling software systems.
• Advanced knowledge of the company's branch service department, including resources, territory structure, advanced planning of recurring services, and schedule availability for unplanned demand.
• Verbal and written communication skills, including public speaking.
• Analytical skills and attention to detail.
• Advanced skills with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to read, analyze, and interpret general business documents, maintenance instructions, procedural manuals, and/or government regulations.
• Ability to manage multiple, repetitive tasks.
• Basic understanding of texting software or other software needed to accomplish the role's objectives.
• Ability to interact effectively with co-workers and the public.
• Basic knowledge of the company's operating systems.
• Outstanding communication skills and demonstrated ability to influence internal and external stakeholders, including customers, employees, and suppliers.
• Strong drive, work ethic, personal accountability, and sound judgment under pressure, with rigorous attention to detail.
• Integrity and ability to build trusting relationships across key stakeholders.
• High school diploma or GED, or equivalent combination of education and/or service-industry experience.
• 1–2 years of related experience as a dispatcher and/or customer service agent.

Responsibilities

• Create route plans using work order data and route analysis software.
• Communicate routes within assigned territory to service personnel.
• Summarize and review plans daily with the Service Planning Supervisor.
• Create daily summary reports and provide them to the supervisor.
• Maintain geographic codes, addresses, and customer information.
• Report metrics daily to the Service Planning Supervisor and Branch Managers or Technicians.
• Perform other duties as assigned.

Benefits

• Professional growth opportunities and promotion from within.
• Training and development programs.
• Tuition reimbursement for full-time colleagues.
• Medical, dental, vision, disability, and life insurance, plus additional health benefits, with enrollment immediately upon hire and benefits starting on day one for full-time colleagues.
• 401(k) retirement plan with company-matching contributions.
• Vacation days and sick days.
• Company-paid holidays and floating holidays.
• Competitive pay; some roles offer performance incentives.
• A company mindset that prioritizes health, safety, and flexibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED