Pet Solutions Technician

Summary of Position

Installs and services Invisible Fence® Brand Pet Solutions at customers’ homes using basic machinery, working with and training customers and pets, while following all company standards and procedures.

• Install Invisible Fence® Brand pet solutions each day.
• Setup, operate and maintain all assigned installation equipment.
• Maintain in good working order and cleanliness of all company vehicles and equipment assigned to Pet Solutions Technician; report to Area Operations Manager (AM), General Operations Manager (GOM) or Assistant Operations Manager (AOM) any issues that require additional maintenance.
• Provide service for all Invisible Fence® Brand solutions.
• Effectively train pets to Invisible Fence® Brand solutions.
• Provide superior customer service by helping design and confirm solution layouts with the customer.
• Return calls to the office regarding any customer concerns immediately.
• Solicit and collect customer referrals and endorsement letters.
• Maintain customers’ homes by providing a clean and neat installation/service, always leaving the customers’ home in a better condition.
• Consistently deliver friendly, positive and professional service at all times, including travel times to jobs to maintain professional driving habits.
• Offer and sell additional solutions to consumers.
• Maintain Ambassador status for Invisible Fence® Brand by actively generating referrals, leads and appointments with every customer contact.
• Collect all necessary paperwork and submit to AM, GOM or AOM in a timely manner.
• Collect all payments by submitting to Field Service Specialist (FSS) or through Blue Rover, prior to leaving the client’s home.
• Report all serial numbers of products used during visits to FSS prior to leaving the client’s home.
• Maintain proper inventory and stocking of products for service vehicles.
• Report any issues to the customer and AM, GOM or AOM.
• Maintain proper documentation of all notes for customer visits and issues, including entering notes promptly when the job concludes.
• Other job duties as assigned.

Follow Invisible Fence® Brand and PSB company policies, procedures, training manuals, safety rules, operating and maintenance instructions, procedure manuals, diagrams, schedule forms, instructions and sales/service contracts.

Exceed standard customer satisfaction levels by resolving customer issues, taking personal ownership of the situation and creating a win‑win‑win solution, returning customer calls promptly, championing timely follow‑up service for the customer, soliciting and receiving customer referrals and endorsement letters, following up on free battery plans for customers to ensure they are awarded for applicable referrals, and always delivering friendly and professional service to all customers.

Annual certification for Perfect Start™ Plus pet training.

Submit customer reports and notes to AM, GOM or AOM and submit SGLs, upsells and Google Reviews.

Report to AM or GOM any vehicle maintenance issue that may require additional maintenance.

Maintain professional appearance and demeanor. Regular and predictable attendance is required.

Reports directly to the General Operations Manager or Area Operations Manager. Works with customers, IFB FSS to schedule appointments, AMs and GOM/AOM. Consistently sets high standards with the Branch associates to develop and enhance customer service.

• High school diploma or equivalent.
• 1 year of Customer Service Experience.
• Valid driver’s license, clear driving record and driving skills.
• Outstanding verbal, written and listening communication skills, including the ability to communicate with all levels of management, staff and customers.
• Ability to perform well under pressure and time constraints, solve practical problems and deal with a variety of variables in situations where only limited standardization exists while maintaining a professional demeanor.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to read, write, speak, interpret English and effectively communicate sales or training requirements with customers accurately.
• Technical abilities…