Work Coordination Center (WCC) Operator

Job Overview:

The WCC Operator is responsible for managing and coordinating pest control operations, including scheduling appointments, dispatching technicians, and ensuring efficient workflow within the company and at the client’s site.

Responsibilities:

• Receive incoming service requests from clients via phone, email, or online platforms and schedule appointments for pest control services based on availability, urgency, and service requirements.

• Coordinate with clients to confirm appointment details, provide service reminders, and address any special instructions or concerns related to pest control treatments.

• Assign pest control jobs to technicians based on skill level, location, and workload capacity, ensuring optimal utilization of resources and timely response to client requests.

• Provide technicians with detailed job instructions, including site-specific information, treatment protocols, and safety precautions, to facilitate successful service delivery.

• Serve as the primary point of contact for communication between clients, technicians, and internal colleagues regarding pest control service requests, scheduling changes, and service updates.

• Maintain clear and effective communication channels to ensure that all parties are informed and updated on the status of pest control jobs and any relevant issues or developments.

• Monitor the progress of pest control jobs in real-time, tracking technician activity, job completion status, and any service-related issues or delays.

• Proactively identify and address potential scheduling conflicts, resource constraints, or operational challenges to minimize disruptions and optimize workflow efficiency.

• Record and maintain accurate records of all pest control service requests, appointments, and job assignments within the company's management system or database.

• Generate reports on key performance metrics, such as service response times, job completion rates, and customer satisfaction scores, to evaluate performance and identify areas for improvement.

Qualifications:

• Bachelor's degree in facility management, business administration, or a related field preferred.

• Previous experience in a customer service, dispatching, or work coordination role, preferably in the pest control industry or a similar field.

• Strong organizational skills and attention to detail, with the ability to multitask, prioritize tasks, and manage competing priorities in a fast-paced environment.

• Proficiency in computer systems and software applications, including WCC software, Microsoft Office Suite, and database management tools.

• Detail-oriented and organized, with the ability to prioritize tasks and manage multiple projects simultaneously.

• Excellent communication and interpersonal skills, with the ability to interact professionally with clients, technicians, and colleagues to resolve issues and ensure customer satisfaction.

• Proficiency in using computer software applications for scheduling, data entry, and communication, such as Microsoft Office, CRM systems, or dispatching software.

• Ability to work independently and collaboratively in a fast-paced environment.

• Flexibility to adapt to changing priorities and operational needs.