Residential Business Development Representative

---

Residential Business Development

The information provided below is geared towards the Residential Business Development position. However, if you are interested in other positions we can arrange to discuss other options with you.

Company Background

Who are we?

Cooper Pest Solutions is a privately owned pest control company located in Lawrencville NJ. We are an exciting and actively growing business and are on the cutting edge of the pest control industry, offering a wide variety of innovative and unique pest control services to our clients. We specialize in providing solutions to client’s problems with an emphasis on pursing non-chemical solutions as our primary method. We are often turned to as the company that can offer solutions when all other companies have failed and are proud of this reputation. Our organization is continually performing field efficacy studies with the largest manufacturers in our industry on new products and new formulations. Cooper Pest Solutions continually recruits dedicated individuals with bright minds. By bringing on individuals with these attributes we infuse the new blood necessary to continue our growth into emerging markets.

Our WOW Philosophy

Every person in the company strives to achieve our mission, which revolves around WOW.

WOW is achieved when the experience makes such an excellent impression with the receiving party that it is shared with family and friends. When striving for WOW, the by-product is an incredible experience, which impresses everyone we come in contact with.

Our mission at Cooper is to:

WOW our clients

WOW our teammates

WOW our community

WOW our service partners and

WOW the bottom line

WOW our Clients

While employed at Cooper you will be WOWing your customers. As part of the process you will need to practice WOW through a variety of methods to achieve superior customer service.

WOW Our Teammates

WOWing your teammates is a key element to success at Cooper. By working with teammates we are able to create a positive environment which allows individuals to reach their potential.

WOW Our Community and Service Partners

As part of our mission we WOW our service partners and the community. Our service partners are the businesses that service us or that we subcontract services to. When our service partners fail, we fail together and therefore WOWing our service partners is critical to our success. We also must remember that we are part of a bigger whole and that is our community. To this end, we expect each member of our team to give back to the community as a representative of Cooper Pest Solutions.

The Residential Business Development position

The remainder of this document will provide a detailed description of the position to the compensation package. All of our residential business development representatives are trained to handle both the inside position and the outside residential business development position. Based on training and needs of the company the Business Developer will either be placed in an inside position which is based primarily on handling estimates over the phone or in an outside position which is primarily handling estimates face to face.

All Residential representatives have the ability to do the inside and outside position and based on the needs of the company may alternate between roles. Each representative will also perform other activities to include attending Chamber of Commerce Functions, trade shows, and other business development events There are other activities that the Business Development team performs during the year that are outside of the office and are done as a team function. The position DOES NOT include telemarketing, the majority of our calls come from inquiries directly to our office and from contact with Cooper’s client base.

Your training

Your training will provide you with knowledge of what products and services we offer and how to effectively communicate this information to our clients. The objective of your training will be to implement the principles of WOW and Cooper’s unique 19 step program for Residential Sales. During your training on our products and services, you will cover a variety of subjects regarding pesticides, government regulations, customer perception, methods of providing service and approaches to solving pest problems. An emphasis is placed upon resolving problems with the least reliance on pesticides and a greater reliance on knowledge of specific pest life history, biology and behavior. The concept and principles of Integrated Pest Management will be fostered in order to provide pest control services that minimize the use of pesticides as well as exposure to pesticides.

What will a day at Cooper look like?

Your day will be dramatically different depending on the season. Throughout the year your minimum day will begin at 8 am and finish at 5 pm, however, your more likely day will be between 7:30 and 5:30 and often extends past 6 pm. Once per week a business development meeting will be held earlier in the day. In our busy season your day may extend to ten even twelve hours on a consistent basis.

When working the inside position, your typical warm weather day will be spent speaking with potential clients who call into our office. The inbound phone traffic can be heavy at times and the day is not complete until we have effectively handled all of the inbound volume. You will also come in contact with current clients who are looking for unique solutions to complex pest problems (what we call at Cooper, Special Programs).

You will integrate technology into your day through the use of our internet based software package. A major part of the position is accurately recording the information gathered during your interaction with our prospects and clients.

When working the outside position, you will be meeting with clients who have called our office and need a representative to come to their home (or small business) to meet with them to determine the best solution to their pest problem. The outside rep will also do other activities to create additional business opportunities while in the field.

In the cooler months and even on rainy days in the warm months, the inbound phone traffic decreases dramatically. Instead of fielding inbound phone calls your time is spent following-up past leads, scouring the database for other opportunities (“mining the data”) and working on projects that will have a positive impact on the general health of Cooper Pest Solutions.

Communication

Effective communications is one of the most important aspects of the Business Development role. BDs must posses the skills to effectively communicate both verbally and in writing. In order to deliver quality customer service, you must be able to effectively communicate with your clients to insure that you have a clear understanding of each of your client’s individual needs. It is also very important that through proper communication, our clients develop a high level of confidence and trust in the abilities of their BD as well as the company. The end result is that each one of your clients should see great value in the services that Cooper Pest Solutions and the BD team provides them.

Analysis of Schedules

You will need to be able to look at schedules for our technicians and determine the best fit in the schedule to maximize our technicians’ efficiencies while WOWing the client. This will require knowledge of local geographies and an understanding of the capabilities of the technician staff. You will need to integrate rules regarding scheduling into your decision making.

Internet and Basic Personal Computer Skills

Computer skills are an integral part of your daily activities. We utilize the Internet for most of our functions and you will need to able to navigate the net to find information. Our operating software is browser based and is very robust. You will need to have a thorough understanding of this software. Your skills in typing will become critical and the faster you type the more efficient you will be in the position. At times we acquire new software and you will be required to learn to use it effectively.

Other

As a tight knit group, we have to help each other to achieve our goals. You may need to help other departments if they are short handed or have a backlog of activity. Teamwork is crucial in our day to day activities.

Residential Business Development Position Detailed List of Principle Duties and Responsibilities, Basic Qualifications and Essential Job Functions Expectations

To perform this job successfully, an individual must be able to perform the Principal Duties and Responsibilities satisfactorily. Listed below are the Principle Duties and Responsibilities, Basic Qualifications and Essential Job Functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the Principle Duties and Responsibilities.

Basic Qualifications

· At least 18 years of age.

· High school diploma or equivalent.

· U.S. citizen or alien authorized to work in the United States.

· Able to work daily at a minimum of 7:30 AM –6:00 PM., additional time will be required during certain times of year to complete tasks and a pre-determined Saturday schedule.

· Able to work on Fridays from 7 am to 6 PM.

· Read, speak, and comprehend English.

· Valid motor vehicle operator's license.

· No more than 4 points on your driving record.

· No citations for driving while under the influence within last three years.

· Ability to operate a motor vehicle.

Essential Job Functions

· Knowledge of MS Windows computer operating system.

· Ability to type 40 words per minute

· Skill in planning and prioritizing work.

· Skill in oral and written communication.

· Skill in entering data (verbal, written, etc.) into a computer.

· Skill in promoting cooperation, building teamwork, and resolving conflict.

· Ability to operate computer and other office equipment.

· Ability to learn and use new computer software programs.

· Ability to adapt to changing work demands and requirements.

· Ability to work independently as well as with a team

· Knowledge of pests, rodents, and other vermin

· Knowledge of pest control products, services, and treatments.

· Knowledge of pest control regulations, and safety procedures

Principle Duties and Responsibilities

WOW Customer Service

Is using the WOW process to achieve superior customer service. Takes advantage of WOW opportunities to give the client a WOW experience. Interacts with others in a friendly, positive, and professional manner. Acts quickly and effectively to address actual or potential problems. Maintains composure and self-control at all times.

WOWing Teammates

Shares information with others who should know. Puts interest of team ahead of self when appropriate. Recognizes and celebrates successes of team members. Involves others when necessary to overcome challenges. Shows respect for a diverse range of opinions, ideas, and people. Offers suggestions for improvement; embraces and implements change.

WOW Service Partners & Community

Has knowledge of our service partners. WOWs our service partners. Understands the opportunities to contribute to the community. WOWs the community as a representative of Cooper.

Communication

Solicits and provides constructive and accurate feedback. Effectively uses communication technologies as required (e.g., telephone, pager, computer, fax, email, etc.). Communicates effectively (verbal and written) and in a timely manner with peers, clients, and management.

Individual Skills

Effectively organizes own work and completes on timely basis. Acts dependably to get things done right the first time. Considers positive and negative consequences before acting. Demonstrates a sense of urgency to win (for self and team); takes initiative when necessary (without exceeding boundaries). Maintains and applies appropriate skill in expected area(s) of expertise.

Rule Orientation

Attends training and participates in training programs. Follows company policies and procedures. Is punctual in reporting to work each day

Administration and Miscellaneous

Reports and paperwork are thorough, accurate, legible, and on time. Uses company resources/property in a skillful, professional, and respectful manner. Gives adequate notice to person(s) responsible for ordering supplies to avoid out-of-stock situations. Performs other tasks as requested by his/her immediate supervisor.

Sales Skills

Can determine the most appropriate product for our clients through asking questions and listening. Have an in-depth knowledge of products and services and how they inter-relate. Have timely and consistent follow-up with prospects and clients. Handle all retention related calls and strives to maintain all clients in good standing. Ability to document all conversations and utilize software to provide business development related data.

Service Support

Fully and accurately completes service request forms; includes any special instructions, information, or concerns that could impact technician and/or delivery of service. Listens empathetically to customer complaints; accurately records details of complaints; ensures all complainants receive a response within time period specified by company and/or manager. Receives incoming inquiries for service and handles them as necessary. Maintains customer records (hard copy and electronic) in a thorough, timely, and accurate manner. Scheduling clients to maximize efficiency while WOWing the client.

Workflow efficiency

Prepares and forwards daily reports to manager (and/or appropriate others) for review. Keeps complete and organized files of any company records.

Growth Orientation

Understands all services available to clients. Sells company services to customers. Works with all departments to sell company services.

Responsiveness

Responds cooperatively with requests for help from fellow employees. Is receptive to suggestions from others on how to be a more effective BD.

Typical Hours, Wages, and additional Benefits

Business Development Representative is expected to make $35,000-$45,000 per year, to include commissions and the potential of the position is between $45,000 and $60,000. This is comprised of a $20,000 salary and the remainder in commission which is paid via draw to even out the paycheck. 50% of the commission is earned between April and June, 30% of the commission is earned between July and September and the remainder is earned between October and March. These are generalized estimates and are based on the volume of inbound phone traffic generating leads. These estimates may vary based on other activities you are doing to generate business, but will give you a good sense of what to expect in different times during the year.

A typical workweek consists of approximately 50-60 hours per week during the months of April through September. In the cooler months October-March a typical week is between 40-50 hours per week. Excluded in the hours described above, are scheduled Saturdays. Approximately 26 Saturdays per year are scheduled for residential BDs and the hour’s range from 4.5 - 7 hours per Saturday depending upon the time of season.

In addition to your paycheck the following benefits are available to you.

· Health and dental insurance · 401K · Paid initial and on-going training · Paid vacation · Paid personal days

· Six paid holidays · Advancement opportunities · Enrollment in Confidential Advisory Program (wellness program) · Direct Deposit · Sporting Event Tickets

Opportunities and Obstacles

Opportunities:

People Interaction

To perform at a high level in customer service, you need to interact effectively with, and between, prospects, customers, coworkers, and management. Making a positive first impression, and making others feel valued and important are key!

Problem Solving

You are the first line of defense, against losing customers! When customers have a problem, they need for you to listen, share their concern, and find a solution! You will also be the first line of offense, in making a good first impression with prospective customers! When customers call in, they have a need, and they need for you to listen, and show enthusiasm about the opportunity to win their business and solve their problem!

Variety

Every day is different! New customers, challenges, and opportunities give customer service persons a great deal of variety in their work.

Contributing to Continuous Improvement

Maintaining quality and exceeding customer expectations requires a commitment to continuous improvement. And management will be counting on you for positive and insightful ideas and suggestions.

Obstacles:

Difficult Customers

Customers are people too! And sometimes when things go wrong, customers feel upset, and need for you to listen to their concerns, empathize with them, and reassure them that you and your team will do your best to address their concern(s).

Fluctuating Business Demands

Changing your workplace to match varying demands is essential! During busy periods the phones can ring nearly non-stop, and you will be expected to pick up the pace, and simultaneously manage multiple demands on your time without losing your effectiveness.

Staying Organized

Timing is everything! Doing the right things at the wrong time can be just as troublesome as doing things the wrong way. Organizing your work so you focus your efforts on the right things at the right time will propel your success in customer service!