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Field Service Representative

Regency Pet, LLC
Williamsport, MD
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Essential Duties and Responsibilities:

The Field Service Representative (FSR) is responsible for effectively servicing client accounts and customers by providing excellent customer service, working safely and efficiently, maintaining high organization and accuracy with deliveries, handling deceased pet pick-ups with dignity and respect, and returns with care.

  • Customer Service – Delivering a high level of customer service at all times, both to internal team members who are part of the process as well as external customers assigned to the route or service area.
  • Competitive Urgency – Attending to every detail of business with a sense of urgency, enthusiasm, professionalism, and thoroughness.
  • Developing Relationships – Establishing and maintaining a rapport with each customer contacts to ensure service levels meet and exceed expectations in order to retain business long term and prevent defections.
  • Problem-solving/Decision-making – Resolving customer concerns by developing a problem resolution plan and communicating issues to the customer. Develop alternative courses of action and make decisions which are based on logical assumptions and factual information. Solicit feedback and work as a team with the home office if a serious problem arises.
  • Positive Discontent – Striving to improve the product, systems or service provided to the customer. Always look for an opportunity to improve and bring a positive attitude to every situation.
  • Organization – Maintaining a neat, organized area for the freezer and storage areas, tags, bags and/or other items required for a high service experience. Ensure proper number of tags and bags are available for the customer.
  • Lost Business – Prevent customer defections by providing a timely, accurate and exceptional service experience in order to ensure consistent revenue and growth.
  • Policies and Procedures – Possessing a working knowledge and ability to understand and apply all local and corporate policies, procedures, and best practices to best impact job performance.
  • Health and Safety – Personal Protective Equipment (PPE) must be worn to protect against hazardous materials or substances that may be present during the service delivery. Depending on the circumstance or customer, the required PPE may include disposable gloves, long sleeve uniform shirts and pants or other PPE assigned as specific to the particular account or situation.
  • Personal Hygiene – Good personal hygiene practices must exist when handling any hazardous or bloodborne materials or substances. After handling soiled substances, hands and face should be washed thoroughly before eating, drinking, or engaging in other tasks that require and-to-face contact. When washing hands is not possible, a hand sanitizer solution must be used, and hands must be dried with a clean paper towel.

All other duties – Perform all other duties as assigned, including carrying out responsibilities, performing duties, using skills and working in conditions necessary to perform all assigned tasks.

Education, Work Experience Requirements and/or Competencies: 

  • Education – High School Diploma or GED
  • Driver’s License – Must possess a valid Class C driver’s license and have an excellent driving record. Must meet the Federal Motor Carrier Driver Qualification, Part 391, when appropriate.
  • Must be able to lift and carry up to 100lbs multiple times in one shift unassisted.
  • Language – ability to clearly communicate in English, reading writing, and basic mathematical skills.
  • Communication skills – Able to express self in a professional, empathetic, and effective manner when interacting with customers and other team members. Able to interpret information from oral communication.
  • Interpersonal skills – Able to maintain personal appearance and company vehicle in a professional manner. Create a good first impression, look, act and present self as a professional service representative.
  • Initiative – Generate new ideas to get the job done by going beyond the normal performance expectations of the position.
  • Tolerance for stress – Handle all situations like time pressure, deadlines, task difficulty and multi-tasking calmly.
  • Integrity – Maintain social, ethical, and organizational norms in job related activities.
  • Attention to detail – Achieve task accomplishment through concern for all areas involved, no matter how small.
  • Rapport Building – Converse with customers and team members easily. Build rapport through the use of listening and oral communication skills.
  • Judgment – Develop alternative courses of action and make decisions which are based on logical assumptions and which reflect factual information. Decisions must be in the best interest of the customer, company and team.

Physical Requirements: 

What is physically required to perform the daily tasks and job duties?

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
  • Must be able to lift and carry up to 100 lbs.
  • Must be able to walk, lift, climb and descend stairs, reach, sit in a delivery vehicle while driving.
  • Must be able to talk, listen and speak clearly on telephone and in person
  • Temperature – Withstand extreme temperatures in summer and winter.

Regency Pet, LLC


Williamsport, MD
21795 USA



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