Pet Solutions Technician

Job Type Full time PetSafe Brands, formerly known as Radio Systems Corporation, is headquartered in Knoxville, TN. It has been named “The Marble City” and "Scruffy City", names we have embraced for our unique charm. We are the home of 1982 World’s Fair and we boast of 21 craft breweries around the city (click here for the Ale Trail ). If you like to hike or camp, visit the Great Smokey Mountain National Park. Take your pick of outdoor activities from walking, tubing, running, or biking in our  Urban Wilderness . Knox County has an amazing public-school system, no state income tax, low property taxes and cost of living. We host Music and Shakespeare on the Square as well as Family Movie Nights on the Square during the summer months in downtown Knoxville. Our Company:  PetSafe Brands is the world leader in pet products through our family of brands:Pet Safe® Brand, Sport DOG® Brand, Invisible Fence® Brand, Kurgo and Premier Pet. Pet Safe® Brand makes every product from leashes and harnesses to water fountains and and litter boxes. We have an ambitious goal of touching over 21 million pets, people, and communities around the world each year. We serve a broad range of pet owners from providing the hunter the best gear for a successful hunt to accommodating the “Not-So-Crazy Cat Lady” with all the entertaining toys and effective solutions she could ever imagine. We do this by creating a culture of enthusiasm, resilience, adaptability, and teamwork every day in the office. We work hard to be our community’s employer of choice as we all live our purpose: We exist to unleash freedom for pet parents by keeping their pets happy, healthy and safe.  Summary of Position: Installs and services Invisible Fence® Brand Pet Solutions at customer’s homes using basic machinery, working with and training customers and pets, while following all company standards and procedures. Responsibilities: 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 and 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 customer. Return calls to the office regarding any customer concerns immediately. Solicit and collect customer referrals and endorsement letters. Maintain customers’ home 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 include 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 leave client’s home Report all serial numbers of products used during visits to FSS prior to leaving client’s home Maintain proper inventory and stocking of products for service vehicles. Report any issues to customer and AM, GOM or AOM. Maintain proper documentation of all notes for customer visits and issues, including entering notes promptly when job concludes. Other job duties as assigned Accountabilities: Following 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 by taking personal ownership of the situation and creating a win-win-win solution, return customer calls as soon as the message is received, champions timely follow-up service for the customer, solicits and receives customer referrals and endorsement letters, follows-up on free battery plans for customers to ensure they are awarded for applicable referrals and always delivers 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 Professional appearance and demeanor Regular and predictable attendance is required Relationships: 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 Job Requirements Qualifications: 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 communications skills, including the ability to communicate with all levels of management, staff and customers Ability to perform well under pressure and time constraints and 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 necessary to use cellular phones (all electronic devices) for training services and recording notes. Ability to sit, stand, and walk on