Welcome Call Expert

Position: 

Welcome Call Expert

Reports to

Welcome Call Department Manager

Summary/Objective 

The mission for the Welcome Calls Expert is to improve the quality of life for our customers, team members, and community by creating a positive first impression, ensuring customers understand their service agreement, and helping customers successfully start their Moxie service experience.

Essential Functions

1. Handle inbound and outbound welcome calls.
2. Handle inbound and outbound text messages.
3. Navigate PestRoutes and start routes.
4. Utilize the Welcome Calls Tracker.
5. Complete Welcome Call Checklists.
6. Communicate with D2D and Field Experts daily.
7. Set accurate customer expectations.
8. Explain agreements and subscription options.
9. Schedule/Reschedule start services when necessary.
10. Support department completion goals.
11. Audit tracker information for accuracy.
12. Maintain professional communication.
13. Respond to chats and messages promptly.
14. Document customer interactions accurately.

Position Type/Expected Hours of Work

This is a full-time hourly position. Additional hours may be required during peak operational periods, seasonal demand, or staffing shortages. The hours expected are from the following times: 

• Monday- Friday 8 AM - 4:30 PM

Competencies

1. Scheduling & Route Management
2. Customer Service
3. Route Optimization
4. Problem Solving
5. Time Management
6. Organization
7. Attention to Detail
8. Communication Skills
9. Accountability & Ownership
10. Adaptability
11. Collaboration
12. Technical Capacity
13. Critical Thinking
14. Operational Awareness
15. Customer Experience Focus
16. Professionalism
17. Data Interpretation
18. Multitasking
19. Continuous Improvement
20. Dependability

Work Environment

This position operates primarily in a professional office and contact center environment supporting Moxie Pest Control's scheduling operations. This role routinely uses computers, CRM systems, scheduling platforms, reporting dashboards, workforce management tools, and communication systems.

Travel

Minimal travel required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, stooping, crouching, and climbing all day. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  

Required Education and Experience

1. High School Diploma or GED.
2. 1+ year customer service, call center, office, or administrative experience.
3. Strong communication skills.
4. Ability to multitask in a fast-paced environment.

Preferred Education and Experience

1. 2+ years of contact center experience.
2. Pest control, home services, or subscription-based service experience.
3. NICE or call center software experience.
4. Experience in PestRoutes or FieldRoutes.
5. Experience in customer onboarding or customer service.
6. Experience in recurring revenue or home services industries.

AAP/EEO Statement 

Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated. 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.