Deadline: Tue, 09/26/2023 - 12:00pm Employer: Pig Brig Trap Systems Job Field: Wildlife Other Job Type: Full Time Location: Regional/Multiple Job Description: POSITION SUMMARY The Customer & Trap Support Specialist executes activities in support of our customers before, during and after a sale. This position represents Pig Brig in all interactions with our customers by addressing issues around the purchasing process, trap use, and customer satisfaction. This position supports Pig Brig Trap System’s aims to be customer-centered, innovative in problem-solving, and conservation-driven. ESSENTIAL DUTIES AND RESPONSIBILITIES The essential functions include, but are not limited to, the following: CUSTOMER SUPPORT ● Engage with customers via telephone, email, Zendesk, and online chat to provide support and information on products or services to ensure Customer satisfaction and happiness. ● Ensure that appropriate actions are taken to resolve customers’ problems and concerns, with the primary goal of customer happiness in mind. ● Answer phones and assist potential customers with questions, concerns and placing orders in Shopify. ● Exhibit proactive problem-solving abilities to identify potential issues and their solutions ● Show willingness to support other employees in cross-functional areas in a collaborative team environment ● Call new customers to anticipate their future needs and ensure they have the right support for their product, to ensure trappers are successful. ● Monitor or review any communications between Pig Brig representatives and customers. ● Ensure that Pig Brig representatives are informed about changes to company products and the support process. ● Ensure that customer accounts and records of customer interactions are correctly recorded with details of inquiries, complaints, or comments ● Collect and manage customer and order data and information via Zendesk, ensuring that all data is accurate and proactively following up on any open items. ● Review knowledge-based documents, offer feedback, and update Customer and Trap Support procedures, summaries, and responses to frequently asked questions. ● Identify opportunities to update or improve customer support procedures and recommend to the Manager, Customer Support. ● Field customer questions and issues; when the issue is beyond the representative’s knowledge, transfer the customer to the appropriate staff and follow up to ensure the issue is resolved. ● Learn about products and services offered by Pig Brig to support Customers TRAP SUPPORT ● Orient new trap owners on trap use, answer questions, and help owners trap successfully using the Zendesk system, both over the phone and in-person ● Exhibit adaptive interpersonal skills, warmth and empathy, and ability to work effectively with a wide variety of potentially strong customer personalities ● Troubleshoot with trap owners, solving problems via phone, text, email, and video (responding in the channel chosen by the customer). ● Manage product issues and damage data daily, update reporting in Weekly Dashboard, e.g., chew outs, ground anchor damage, etc. ● Monitor and maintain social media channels for trap owners by responding to questions and comments, including managing the Pig Brig owners group. ● Assist in developing video and text-based content related to Trap System usage (e.g., support videos, user manuals, social media). ● Assist with performance repairs and executing the return process from start to finish. ● Support the Outreach, Education, and Research team to assist with events, field programs and workshops. (Domestic travel ~10%, or 1-2 days per month) ● Work with the Product Development Team to communicate customer feedback and brainstorm new product ideas. ● Assist in new product testing, record and submit prompt feedback. ● Perform other duties as assigned. Qualifications: MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES) ● Minimum of 4 years of relevant work experience ● Minimum of 1 year of trapping feral pigs (preferred) ● Bachelor’s Degree in Wildlife (Science, Biology, or Ecology), Environmental Ecology, Natural Resources, or a closely associate field (e.g., Forestry Degree) is required ● High proficiency and skill in feral hog trapping, research, and management (preferred) ● Proven experience in data analysis ● Solid track record of customer-facing roles and working with the public successfully ● Understanding of the latest trapping techniques and industry best practices ● Strong knowledge of technology (e.g., collaborative software, media applications, general technical skills) and social media channels ● Strong attention to detail and mechanical capabilities ● Flexibility and ability to multi-task and perform as part of a team NICE TO HAVES ● Knowledge and/or experience of the Pig Brig Trapping System ● MS in Wildlife Management or a related field or equivalent technical experience ● Certified Wildlife Biologist ● Proven passion for conservation Miscellaneous: PHYSICAL DEMANDS AND WORK ENVIRONMENT ● This job will require some travel throughout the year, to include air travel. ● Prolonged periods of sitting at a desk, working on a computer, and speaking on the phone. ● The team member must occasionally lift up to 100 pounds and/or move/drag up to 250 pounds. ● Exposure to Extreme Temperatures is possible in some locations and seasons. ● Must be able to climb and hike up inclines, and work in varied terrains. Salary: The target salary is $50k plus benefits. Benefits: WHAT YOU’LL GET · 100% medical insurance for you · 90% dental and vision insurance for you · Life insurance · 401k with company match · Annual fitness benefit · Technology benefit · Flexible PTO policies · STD/LTD insurance · Getting in on the ground floor of a growing company and making a difference! How to Apply: https://pigbrig.com/
