Administrative Assistant

Position Summary:

The administrative customer service representative’s primary role is to ensure completed work orders and other paperwork coincide a completed service according to the Arrow Pest Control best standard and Department of

Agriculture regulations. When data entry is complete, the administrative customer service representative performs other duties of a customer service representative including: inbound call answering, outbound call, scheduling, basic routing of designated area and running/completion of assigned reports.

Licenses / Certifications: High School Diploma or GED

Reporting Relationships: The customer service representative reports directly to the Customer Service

Representative Supervisor, Office Manager

Required Skills:

Language Skills – Ability to read business correspondence, notes and procedure manuals. Ability to interact tactfully and positively with Arrow staff and management. Ability to maintain a high level of confidentiality.

Ability to speak effectively to clients or Arrow employees. Skills in written, oral, and non-verbal communication.

Mathematical Skills – Be able to add, subtract, multiply and divide with whole numbers and decimals. Be able to read time on a clock, operate a schedule, use a map

Reasoning Skills – Possesses sufficient deductive reasoning ability to perform job successfully; critically reviews, analyzes, synthesizes, compares and interprets information; draws conclusions from relevant and/or missing information; understands the principles underlying the relationship among facts and applies this understanding when solving problems.

Technology Skills- Experience with a variety of computer programs to include ServeSuite, Microsoft Office, Slack, working knowledge of various applications and general office equipment as postage machine, fax machine, copiers, and time clock.

Customer Service Skills- Communications with employees, customers, and co-workers in professional and courteous manner, maintain professional image of oneself and the organization, exude a positive attitude and work ethic, ability to follow company policies, procedures, and handbook guidelines.

Physical & Sensory Demands: Fair general health and stress coping ability is required.

Position requires the ability to clearly and effectively communicate with all stakeholders (customers, peers, and other team members) as needed for assessment, intervention, and professional development. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception. While performing the duties of this job, the employee is regularly required to stand, walk, and talk

Employee Name: Date of Hire:
Dayna Wall 5/17/21

Exemption Status/Time Status: Job Title:
Non-Exempt/Full Time Administrative Customer Service Representative

Established/Revised Date: Reports To:
5/14/21 Customer Service Representative Supervisor/Senior
Management or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls.

The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.

Working Conditions:

The individual spends over 95% of his/her time in a well-lit, temperature controlled environment with varying exposure to noise. The position has limited exposure to noxious smells from cleansing agents.

Exposure Risk: The normal routine involves no exposure to blood, body fluids or tissues.

Key Performance Functions:

Operating with a “one company” mindset and interact effectively with employees and customers across the organization to achieve results. This is a team and no one duty falls on one specific scheduler.

− Completes mobile posting and matching of paperwork for assigned routes

− Enters data regarding state reports according to senior management procedures

− Adds programs and enters relevant data into ServSuite

− Sends a reschedule email based on reviewed paperwork for assigned routes

− Work to schedule the current month’s renewals or pest control on technicians.

− Evaluate all accounts not done on the previous day’s schedule and reschedule those appointments.

− Make any necessary notes in customer’s accounts that is pertinent to a problem or a concern.

− Communicate complaints with a field supervisor. Follow up with supervisor to make sure they spoke with the customer. It is your responsibility to make sure the customer has been taken care of.

− Complete schedules daily. A schedule is full when the technician has reached the daily production goal and/or has filled duration.

− Verify existing customer’s address, current phone number, email address and credit card information.

− Route all scheduled stops in the order that is most efficient for drive time.

− Print all route summaries and work orders daily for technicians.

− Answer incoming phone calls from potential customers and explain service or help get them scheduled.

Quote and cross sell pest control services. Do not transfer the customer unless you cannot help them.

− Review and research returned mail on renewal notices

− Complete new homeowner calls as assigned by management

− Run a sales report and print out for office manager by the 10th of each month. The report would include all sales completed and paid for the previous month.

− Listen to messages from answering machine, check email, check slack and return phone calls the same day.

Employee Name: Date of Hire:
Dayna Wall 5/17/21

Exemption Status/Time Status: Job Title:
Non-Exempt/Full Time Administrative Customer Service Representative

Established/Revised Date: Reports To:
5/14/21 Customer Service Representative Supervisor/Senior
Management

− Answer the phone within three rings.

− Complete Podium responses in 5 minutes or less

− Assist with any other projects assigned from a manager/owner

Fiscal Responsibilities: Maintain highest level of confidentiality in regards to customer account information, billing and credit card information.

Safety: Provides an environment conducive to safety for visitors, and staff. Assesses the risks for safety and implements appropriate precautions. Complies with appropriate and approved OSHA safety standards.

Conservation of Resources: Demonstrates an understanding of costs and financial support as they relate to quality and efficiency

Other Duties as Assigned:

Performs other duties as assigned to support the overall effectiveness of the department.

Job Type: Full-time

Pay: $13.00 - $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Microsoft Office: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $13 - $15