About Mosquito Joe

Are you organized, analytical, process-oriented, and customer service driven? If so, we are looking for an Office Manager to help grow our franchise! Mosquito Joe is a service company providing mosquito, flea, and tick control to residential and commercial customers throughout the Metro East of St. Louis. Mosquito Joe has been recognized by many top magazines as “Top 100 Franchises,” “Best Places to Work” and “Fastest Growing.” We are looking for an Office Manager to help us continue growing and be the brand name our community recognizes to ensure Outside is Fun Again!

Job Description

The Office Manager oversees day-to-day operations of the business to include Marketing, Sales, Customer Service, and Field Operations. You may be required to attend a 3-day training course at our corporate office in Virginia Beach to help familiarize you with the brand, our services, and the processes and tools you will use. This is a salary-based seasonal position (Feb-Oct) that also includes incentives based on sales conversion, customer retention, and Net Promoter Score. This role may require extended hours and weekends during the peak of our season.

Primary activities in this role include sales, marketing, quoting, adding/changing accounts, scheduling and routing customers, handling customer complaints, managing and accepting payments, tracking daily field progress, reporting, and participating in conference calls/weekly team meetings. You will be provided a laptop and mobile phone to manage daily operations. You will work directly with the Field Operations Manager to coordinate and collaborate on field operations. You may also be asked to perform some administrative and human resource activities for our Pest Treatment Specialists.

Key Competencies and Skills

Self-Motivated, Analytical and Flexible

Tech-savvy (ability to quickly learn desktop applications with dual monitors)

Customer Service-oriented

Communicate Effectively, Orally & Written, Internally and Externally

Delegates effectively to ownership, Field Ops Manager, and Pest Treatment Specialists

Strong Sales skills (believes in the service we provide; becomes proficient in pest habitat and reproduction cycles)

Ability to Organize Information Effectively (Dropbox, Email, etc.)

Attention to Detail (mistakes = potential loss of sales, revenue, and customer retention)

Team-building through soft skills (Ownership and other Employees)

Positive attitude (it's not personal)

Ability to Prioritize Competing Tasks

Sense of Urgency to Customer Inquiries and Ownership Requests

Duties

Manages Customer Leads in Contact Manager

Sets up and Executes Email Campaigns to Leads not Sold

Answers Telephone and Conducts Sales Calls

Resolves Customer Inquiries/Complaints

Responds to Web Quote Requests

Analyzes Properties and Provides Quotes for Services

Becomes expert and can communicate Mosquito Pest Control Services, Mosquito Habitat & Reproduction Cycle to Customers

Communicates changes to schedule to Customers and Field Operations Manager/Pest Treatment Specialists

Analyzes Weather for rain and wind

Oversees Net Promoter Score (NPS) System

Manages inventory of office supplies

Monitors GPS System

Performs Electronic File Management (Gmail and Dropbox)

Manages VOIP Phone System - Call History / Call Forwarding / Analytics

Creates, Updates, and Optimizes Routes of customer treatments

Reschedules treatments due to rain, wind or maintenance delays

Accounting – Process Work Orders, Send Invoices, Collect Payment, and Manage Accounts Receivable / Financial Hold

Collaborates with Collections Agency on overdue customers

Performs weekly follow-up call to new customers

Manages delivery of new customer packages and end of year gifts to loyal customers

Establishes cadence for recurring communications/meetings with customers, employees and ownership

Promotes Quality Customer Service, both internally and externally

Utilizes Soft Skills to Retain Customers and Motivate Pest Treatment Specialists

Trains and Evaluates Office Assistant, when applicable

Prepares/Reviews daily/weekly/monthly reports

Conducts training through Mosquito Joe University

Analyzes and Prioritizes daily operational data and situations to determine the best outcome for the business

Education and Experience

REQUIRED

High School Diploma

EXPERT Desktop Computer Skills (Gmail, Dropbox, Chrome web-browsing, web-based applications, and MS Office (Word/Excel)

Strong analytical, administrative (organized), customer service, and communication skills

Emotionally Intelligent and exhibits soft skills internally and externally

Minimum 2 years customer service experience in retail or call center

Minimum 2 years experience in Service Industry

Reliable Transportation

AVAILABLE, RELIABLE, FLEXIBLE, and LOYAL

PREFERRED

Associate/Bachelor Degree

Customer Relationship Management (CRM) experience

Telephone Sales experience