Welcome Call Expert

Reports to Welcome Call Department Manager

About the role

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.

Responsibilities

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

Schedule

This is a full-time hourly position. Additional hours may be required during peak operational periods, seasonal demand, or staffing shortages. The expected hours are Wednesday - Sunday, 10:30 AM - 7 PM.

Skills

• Scheduling & Route Management
• Customer Service
• Route Optimization
• Problem Solving
• Time Management
• Organization
• Attention to Detail
• Communication Skills
• Accountability & Ownership
• Adaptability
• Collaboration
• Technical Capacity
• Critical Thinking
• Operational Awareness
• Customer Experience Focus
• Professionalism
• Data Interpretation
• Multitasking
• Continuous Improvement
• 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.

Requirements

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

Preferred Qualifications

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