Customer Service Representative

Job Description Job Description About the Role:

Customer Service & Operations Representative Southern Pest Solutions, Inc., Pittsboro, NC Full-Time | Monday - Friday, 9:00 AM - 5:00 PM

At a Glance: The Opportunity

Legitimate Local Work-From-Home: Transition to a fully remote home office role following a successful in-person training period in Pittsboro.

Servicing the Triangle: Join a trusted, locally-owned company that has served the Raleigh, Durham, and Chapel Hill areas for over 15 years.

Relationship-Based Work: No cold calling or corporate scripts. You will be the primary point of contact for a loyal, long-standing client base that values personal connection.

Technology-Driven: Master GorillaDesk , the leading-edge platform/software we use to manage our entire operation.

About the Role: The "Anti-Big-Box" Experience

At Southern Pest Solutions, we aren’t just looking for someone to answer phones; we are looking for a key member of our tight-knit team who understands that "local" means "personal." Unlike large corporate pest control companies, we treat our customers like family. You will often be the very first and very last impression a customer has of our company.

Our Culture: We aren’t just a business, we are a local family. When we aren’t helping customers, you might find us managing our five-acre farm or wrangling our latest crew of foster dogs. We value people who bring that same neighborly spirit to their work. Your mission is to provide a service experience that combines high-level competence with genuine warmth. We pride ourselves on the relationships we’ve built, some spanning over a decade, and we need a representative who will protect and grow that rapport.

A Day in the Life: High-Volume Excellence

This is a high-speed role that requires you to stay calm and organized under pressure. On a typical day, you might manage:

40 to 60 incoming phone calls.

20+ active text message threads.

A constant stream of emails across GorillaDesk and Outlook.

The Core of the Job: GorillaDesk Mastery

This position is highly technical and centered entirely around GorillaDesk , our "Command Center."

Platform-First Workflow: You will spend your entire day inside GorillaDesk, managing customer accounts, service history, invoicing, and scheduling.

The Training Roadmap: We dont just throw you in the deep end. Your first month will be a structured journey through our custom-built simulation program and official GorillaDesk onboarding, ensuring you feel like a pro before you ever handle a live account solo.

Logistics& Routing: You will eventually learn to use powerful mapping tools to assist in routing our field technicians, ensuring our service delivery is as efficient as possible.

Responsibilities & Expectations

Professional Phone Management: Handle incoming calls with speed and organization. You must navigate interactions efficiently while making the customer feel heard and valued.

The "Clean Slate" Commitment: Our business hours end at 5:00 PM, but our commitment to the customer doesn’t end until the work is done. You will follow proven routines to ensure all messages, texts, and work orders from the day are processed and replied to before signing off. We start every morning with a clean slate.

Organizational Excellence: Maintain a meticulously organized inbox. We use a system of flagging and clearing emails to ensure the entire team stays on the same page.

Requirements & Qualifications

This role is a perfect fit if:

You have unwavering reliability. As a vital member of a small team, your presence is critical. You must be willing and able to work every scheduled day.

You possess the "SPS Personality," friendly, polite, polished, and genuinely helpful.

You have a strong memory and high attention to detail.

You are technically proficient with software, email, and modern phone systems.

This role is NOT for you if:

You need to multitask with childcare or other personal responsibilities during work hours.

You prefer to "wing it" rather than follow a structured checklist or routine.

You do not have a dedicated, quiet space free of background noise.

Work Environment & Logistics

Training Phase: Initial training is conducted in-person at our home office in Pittsboro (typically 2 weeks to 2 months).

Remote Work: Once training is complete, this becomes a work-from-home position.

Professional Home Office Standards: You must have a consistently quiet and organized environment. There can be no background noise (pets, babies, children, etc.) heard by clients.

Technical Setup: Applicants should have high-speed internet and a dedicated workspace. A noise-canceling headset and a dual-monitor setup are highly recommended for navigating our systems effectively.

Ongoing Travel: Occasional travel to the home office for team meetings is required. Travel time and fuel costs for these trips are the responsibility of the employee.

Benefits

Paid Sick Time, PTO, and Paid Holidays (All available after 1 year of employment).

The opportunity to work with a positive, supportive team in a stable, locally-owned business.

How to Apply

To demonstrate your attention to detail, please follow these instructions exactly:

Send your resume and a brief introduction to [Insert Email Address].

You must include the word "Gorilla" in the subject line of your email. Southern Pest Solutions, Inc. is an equal opportunity employer. We look forward to finding the right fit for our family.