Sr. Incident Resolution Specialist

Overview

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest-growing pest control companies in the country! Our mission is to create the world’s happiest family, and our purpose is to spread happiness. We do this by delivering exceptional experiences to our customers, employees, partners, and communities—treating everyone like family. 

We are seeking a highly skilled and customer-focused Incident Resolution Specialist to join our team. The ideal candidate will be responsible for triaging incoming escalated complaints from customers, providing white-glove support, and ensuring that each issue is either resolved directly or referred to the appropriate department for further action. This role requires a blend of customer service excellence, strong problem-solving skills, and the ability to efficiently navigate complex situations. Additionally, the candidate should be comfortable with legal concepts and working closely with legal teams, although they do not need to be a legal expert.

This will be a hybrid position, with attendance a minimum of 2-3 days per week at our Gilbert, AZ headquarters required.

Responsibilities: 

• Triage escalated complaints from customers with professionalism and empathy, ensuring each concern is promptly addressed.
• Demonstrate legal acumen and experience in addressing customer inquiries, ensuring compliance with company policies, industry regulations, and customer service standards, while acting as a liaison between the legal team and the field.
• Provide white-glove support by identifying and resolving customer issues or directing them to the appropriate department.
• Serve as the primary point of contact for complex or urgent customer inquiries, ensuring timely and effective resolution.
• Work closely with other departments (such as Claims, Underwriting, or Customer Service) to facilitate smooth resolutions.
• Maintain a high level of product and service knowledge to effectively address customer complaints.

Qualifications: 

• A four-year degree or equivalent professional experience is required.
• A background in insurance adjusting or paralegal work is highly preferred.
• 5-7 years of relevant customer service experience, ideally in estimating or insurance adjustment roles, or a similar professional background.
• Strong problem-solving and decision-making skills, with a focus on customer satisfaction.
• Excellent communication skills, both written and verbal.
• Ability to manage high-pressure situations and navigate customer complaints with tact and professionalism.
• Proficiency in MS Office and CRM software; experience with industry-specific systems.

Additional Skills:

• Ability to handle sensitive and confidential information with discretion, demonstrating strong legal acumen when managing such data.
• Strong attention to detail and the ability to follow up on open issues efficiently, ensuring timely resolution and compliance with regulations.
• A customer-first mindset with the ability to think critically and independently, while maintaining comfort with legal and regulatory matters in customer interactions.

Pay and Benefits 

• Compensation range depending on experience: $70,000 - 90,000 annually.
• Paid sick and vacation time along with 10 company-paid holidays 
• Comprehensive medical, dental, and vision insurance options, including a Health Savings Account (HSA). 
  • Short-term and long-term disability coverage, plus voluntary life insurance. 
  • 401(k) with a competitive match: 100% of the first 3% contributed and 50% of the next 2%. 
  • Access to the Employee Assistance Program (EAP)  
  • Discounted pest control services for employees and their friends/family. 

Physical Demands and Working Requirements  

The physical demands and working conditions outlined here are typical requirements for an employee to effectively carry out the essential duties of this job. 

Reasonable accommodations may be provided to assist individuals with disabilities in performing these essential functions. 

• Requires prolonged periods of sitting at a desk or workstation
• Frequent use of hands and fingers for typing and using a computer mouse
• Occasionally lift and carry office materials or supplies up to 25 pounds
• Requires clear vision for reading documents, computer screens, and other office materials
• Work is inside a climate-controlled office with quiet to moderate noise level

The above statements are meant to outline the general nature and scope of work performed by employees in this role. They should not be interpreted as an exhaustive list of all responsibilities, duties, and skills required for this position. 

EEO Statement: The Shield Co. Management, LLC is an equal opportunity employer, committed to diversity and inclusion. We make employment decisions based on merit and business needs, without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Americans with Disabilities Act (ADA): The Shield Co. Management, LLC is committed to providing reasonable accommodations to qualified individuals with disabilities during both the hiring process and throughout employment, in accordance with applicable laws. 

Salary Range

Salary : $70,000 - $90,000