Key Responsibilities

• Offer exceptional leadership on all Pest Control service planning matters and support the Pest Control manager and service supervisors in all endeavours that are meant to improve service delivery
• Ensure high productivity of the service team and that the state of service is maintained at an acceptable level. 
• Review and manage service routing and planning under the direction of the manager and in consultation with the supervisors, and ensure regular updates so that there is minimum time wastage 
• Peruse service cards and chemical usage details to generally assess proper usage of prep and all chemicals. Raise issues of concern noted to the service manager
• Promote service staff lead generation and carry out cross selling activities to customers in your database to support efforts by the sales colleagues.
• Undertake telephone sales for residential clients that may come through enquiries and from old jobs or terminated contracts record
• Offer professional customer service so that good customer relationships are maintained in bid to avoid contract terminations on poor service reasons.
• Address on a timely basis cases of potential terminations under the guidance of the manager.
• Enhance communication with customers through proper handling of telephone calls and quickly responding to any customer requirements
• Offer precise service programming so that all services are rendered when due and are promptly processed in the service program (ICABS).
• Take written instructions on installations, withdrawal of services and removal of any company assets from the service supervisor & manager and action accordingly when this happens
• Ensure the use of ICABs is optimized through timely capturing of visits and terminations/ stop service, etc
• Keep record of and remain accountable for Equipment for Rental where applicable under the direction of the manager.
• Play a notable role in debt collection, stop service and service reinstatement. Liaise closely with the credit controller on state of client debt account in relation to servicing
• Make timely and sound decisions regarding service planning and scheduling, keeping your supervisor & manager fully abreast
• Take proactive action on Customer Voice Counts results as may be required on your part, and escalate serious matters to management
• Participate in monthly reporting and report accurately key data such as number of complaints, terminations etc as may be required.
• Have a keen interest in safeguarding company assets allocated to your department and report misuse to your manager/FD
• Proactively support in price increase/contract renewal process, by drafting and coordinating distribution of related letters & correspondences
• Filing of contracts/service cards accurately 
• Safe handling of service cards to ensure these are available at all times, neatly stored and archived to enable easy retrieval
• Play a key role in H&S and report promptly any H&S incidences to the manager and senior management
• Promote the improvement, enhancement and achievement of agreed client retention rate.
• Support staff development programs at the department by working closely with the department seniors and HR
• Undertake any other tasks as may be directed by Management

Requirements:

Key requirements

• A diploma or degree qualification in any business course
• 2–5 years of experience in service planning, operations coordination, administrative or a related role, preferably in the pest control industry.
• Understanding of Health & Safety (H&S) protocols related to pest control operations.
• Strong knowledge of pest control services, chemicals, and regulatory compliance
• Excellent verbal and written communication skills to interact with customers, supervisors, and management.
• Strong ability to plan, schedule, and coordinate service tasks effectively.
• Ability to proactively address service issues, customer concerns, and operational inefficiencies.
• Familiarity with service routing, planning, and scheduling tools such as ICABS or similar service management software.