Digital Response in Federal Way, Washington at Insight Pest Solutions

Digital Response Representative

ABOUT US

Insight Pest Solutions is the Northwest’s top pest control company. Meet our team and you’ll quickly understand why we are so confident in our claim as the region’s premier pest control solution. We are proud to be on the Inc. 5000 and PCT Top 100 companies list. Our focus is on creating a better everyday life for our team and community by being the best service brand in the Northwest. A key part of our success is our Digital Response Representative.

POSITION SUMMARY

The Digital Response Representative is responsible for delivering fast, accurate, and high-quality support to customers through digital communication channels, while also serving as a secondary support resource for technicians via Techline or Techline chat, depending on assignment. This role ensures timely responses to customer inquiries, accurate account updates, and efficient resolution of basic account issues that impact technician workflow.

KEY RESPONSIBILITIES

• Respond to customer inquiries through digital channels including, but not limited to, email, text, and internal messaging systems.

• Provide accurate information, resolve account-related questions, and ensure timely follow-up as needed.

• Maintain a high standard of communication quality, accuracy, and professionalism.

• Support customer satisfaction by resolving issues quickly and preventing repeat contacts.

• Provide support to technicians through either inbound Techline or Techline chat, based on individual assignment.

• Escalate issues outside the scope of Techline.

• Complete account updates, service adjustments, and internal documentation with high accuracy and professionalism.

• Ensure customers are responded to within expected timelines and quality standards.

• Maintain compliance with internal processes, data integrity requirements, and system protocols.

• Support internal teams by providing accurate account information and timely updates.

• Prioritize tasks based on urgency, customer impact, and operational needs.

• Support team performance by maintaining predictable and reliable output.

• Participate in training, meetings, and process updates.

• Recommend improvements to digital workflows, templates, and communication processes.

• Communicate with technicians and office staff through Pronto or internal messaging tools when clarification or follow-up is needed.

• Provide timely updates on account changes, scheduling adjustments, or customer communication outcomes.
  

JOB REQUIREMENTS / HOURS

High School Diploma or EquivalentMonday through Friday 8am-4:30pm with occasional Saturdays.In office position

QUALIFICATIONS

• Strong written communication and digital professionalism

• High attention to detail and accuracy in account management

• Ability to manage multiple tasks in a fast-paced environment

• Strong problem solving and troubleshooting skills

• Consistent adherence to process and quality standards

• Ability to maintain composure and clarity under pressure

• Reliable time management and personal accountability

Physical Requirements

• Ability to sit at a desk and work on a computer for extended periods, up to 8 hours/day

• Frequent use of hands for typing, mouse use, and other repetitive motions

• Ability to communicate effectively via phone and digital tools for extended periods

• Visual acuity sufficient to read documents and computer screens for extended periods

• Occasional standing, walking, bending, or reaching

• Ability to hear and respond to phone calls, alerts, and in-person communication

• Ability to occasionally lift and carry items up to 15 lbs (e.g., files, office supplies)

Equal Employment Opportunity (EEO) Statement:

Insight Pest Solutions is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This job description is subject to change at any time.