Seasonal Phone Agent

Spalding Labs, The Fly Predator Folks, are looking for an equine enthusiast that loves to help others to join our team. All horse owners know how bothersome flies can be and the negative affect on your horse's health and well-being. Here at Spalding Labs, we help people solve their fly problem which leads to happy customers. Come join the number one Customer Service Team in the Fly Control industry and help solve this problem for other horse lovers. It is a Natural choice anyway you look at it; for our customers, their animals, and for your choice to apply now to work remotely for Spalding Labs Fly Predators Team!

Job Description

Highlights Phone Agents on our Customer Service Team expectations would include dependability, consistency, driven, quick learning, confident with problem solving, answering questions, entering product orders, and optimizing IPM plans for fly control using our products. Your daily tasks will include managing a high volume of incoming calls, emails, and chats with a cheerful outlook. Asking customers probing questions with an understanding of the requirements for our products to work well in relation to the customer's property. Clearly communicating with fellow team members, completing other assigned tasks with efficiency and being able to identify, understand and adapt to revised procedures and policies.

Responsibilities

• Answers incoming customer calls, emails, chats, voicemails and depending on the task, making outbound calls.
• Enter multiple product orders stemming from customer calls, emails, faxes, chats, in addition to groups of orders sent from a manager through Teams.
• Completes daily customer account change requests from manager through NetSuite system.
• Diagnose IPM issues with customer's unique environment and make proper recommendations.
• Liaison for customer questions and concerns from company email/social media and our Entomologist. Follow up with customers through email and phone communications.
• Receives and completes special assigned projects from managers that arise during the season that requires fast and correct understanding of the NetSuite system.
• May travel away from home to work trade shows. The trade shows involve setting up and breaking down show booths, meeting a high volume of new and current customers, order entry, verbal communication of instruction of all products and troubleshooting of existing customer issues. Travel may include air travel depending on distance from to show/event.

Skills Required

• Clearly and effectively communicate with customers and other team members.
• Relate to the customer through experience and understanding what is involved with owning and caring for livestock and other animals.
• Listen to customers' needs, sympathize with their problem, and optimize Fly Predator schedule to solve the problem.
• Proficient knowledge of or ability to quickly learn windows-based computer programs: Contivio, NetSuite, Spalding Labs website, Microsoft Office (particularly Excel), Isolved Employee program and other miscellaneous required computer programs.
• Effectively able to maneuver and have knowledge of the web browser platform Google Chrome.
• Stay on task and budget time for daily task list while managing varying number of inbound calls, chats, and emails.
• Willingness to take on new challenges while keeping a cheerful outlook.
• Recite product information and pricing with confidence and accuracy while engaging with customers with a proper level of professionalism.
• Stay up to date with Teams channels/chat.
• Adhere to schedule, required breaks and all company policies and procedures.
• Past customer service experience of at least 2+ years preferred.
• Equine/livestock knowledge and terminology are highly preferred.

Schedule and Home Office Details:

• This is a seasonal full-time position up to 8 hours per workday, 30-40 weekly hours March to August. Training will begin immediately.
• Subject to continue longer depending on call volume and tasks to complete.
• Within a workweek, may be scheduled four weekdays and Saturday (weekday off to be determined), closed on Sundays and selected major holidays.
• With understanding, there may be the need to request an occasional Saturday off.
• Times scheduled would be within 6:00 AM PST to 6:00 PM PST. Time of the season does decide variance to time scheduled.
• Company laptop/equipment supplied.
• You will need a quiet place to work.
• High speed and stable internet required.

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