Customer Service Representative

Position Summary

The Customer Service Representative (CSR) is responsible for providing exceptional service to customers while supporting the daily operations. This role serves as the primary point of contact for customers by answering calls, scheduling services, addressing questions, and coordinating with technicians to ensure efficient and timely pest control services.

Essential Duties and Responsibilities

Customer Service

• Answers incoming phone calls, emails, and online inquiries from customers
• Provides accurate information about pest control services, pricing, and service schedules
• Addresses customer questions, concerns, and service issues in a professional and courteous manner
• Maintains a positive and helpful attitude to ensure excellent customer satisfaction

Scheduling and Dispatch

• Schedules pest control services, inspections, and follow-up appointments
• Coordinates technician routes and schedules to maximize efficiency
• Communicates schedule updates, cancellations, and changes to technicians and customers
• Notifies customers of technician delays, reschedules, or service updates when necessary

Administrative Support

• Enters and maintains accurate customer information in company software systems
• Processes service agreements, work orders, and service notes
• Assists with billing inquiries, payment processing, and account updates
• Maintains organized digital and physical records

Operational Support

• Communicates daily with technicians regarding service schedules, customer concerns, and job updates
• Assists with routing adjustments due to technician absences, weather events, or service changes
• Supports office operations and assists other team members as needed

Qualifications

• High school diploma or equivalent required; experience may be considered in lieu of diploma
• Previous customer service or office administrative experience preferred
• Experience in scheduling, dispatch, or service-based industries is a plus
• Strong communication and interpersonal skills
• Excellent organizational and time-management abilities
• Ability to handle multiple tasks and prioritize effectively
• Basic computer skills including email, spreadsheets, and scheduling software

Work Environment

• Office-based position in a small team environment
• Frequent phone and computer use throughout the day
• Fast-paced environment that may require managing multiple requests simultaneously

Physical Requirements

• Ability to sit for extended periods while working at a computer
• Occasional lifting of office supplies up to 15 pounds
• Frequent use of phone, keyboard, and office equipment