Operations Officer

About the role

Operations and scheduling

• Implement the company Operations Manual; schedule appointments around client availability, dispatch teams, and follow up on pending appointments.
• Maintain a monthly plan to minimize pending appointments and prepare daily schedules for technicians working on-site.
• Ensure treatments are completed according to the programmed work schedule and arrange annual treatments and follow-up.
• Ensure teams have sufficient chemical and non-chemical products and monitor their consumption.

Client service and coordination

• Handle client callbacks within 48 hours, follow up on callback reports, and advise clients on pests, sanitation, pest proofing, pesticides, treatments, and suitable control strategies.
• Coordinate with sales regarding new clients, review and sign survey sheets, and arrange promotional-item distribution according to the marketing calendar.
• Maintain client data in company systems accurately and promptly; communicate payment collection information to technicians.

Records, audits, and team support

• Ensure vehicles carry required warning signs, bait-station service records, and other labels.
• Generate and submit management reports, review treatment reports, and take action when needed.
• Perform customer voice counts and field audits to check health and safety standards.
• Prepare overtime reports for Operations Manager approval, assist with training sessions, and attend monthly operations meetings to raise callbacks, problems, and conflicts.
• Handle team requests related to leave, loans, uniforms, and certificates, and communicate them to the relevant parties.

Role expectations

• The description calls for a client-oriented attitude and coordination of scheduling, dispatch, and service execution in line with company standards.
• The role requires accurate handling of client data and communication with clients and internal departments.