Customer Service Representative - Call Center

Customer Service Representative - Call Center

If you love making people smile and delivering phenomenal customer service, American Pest has an exciting opportunity for you! We are currently seeking a friendly, helpful, detail-focused Customer Service Representative to join our team. A business will live and die based on how well it treats its customers, so this fast-paced, high-volume, inbound call center is an incredibly important component of the continued success of American Pest. That call center needs to be staffed with the most professional, attentive, and upbeat Customer Service Reps we can find. Hopefully, that's you!

What You'll Get... We want to help our employees build not just a great career, but a great future. When you put your skills to work with American Pest, you'll have access to these great benefits!

Health and Well-being:

• Blue Cross Blue Shield medical PPO options
• Delta Dental and Vision
• Prescription drug program
• Flexible Spending Accounts (FSA) for medical and childcare expenses
• Health Savings Plans (HSA) available with qualified plans

Financial Security:

• Competitive hourly compensation with overtime above 40 hours
• 401(k) Savings Plans (Traditional & Roth)
• Life insurance and short-term disability 100% company paid (with options to buy up)
• Long-term disability, Accident, Critical Illness, and Hospital Indemnity insurance options

Work/Life Balance:

• Enjoy stable, year-round employment with opportunities for growth
• Paid training
• Paid time off and eight paid holidays
• Opportunities for advancement

What You'll Do... As a Customer Service Representative with American Pest, your goal is to be a friendly, helpful, knowledgeable, and professional point of contact for our customers and ensure their needs are met in a manner that reflects positively on the company. You'll be responsible for answering inbound customer inquiries via telephone and email with the aim of making each customer feel like the most important one of the day. You'll provide friendly, knowledgeable, and prompt customer support regarding scheduling, service, billing, and other client-based account information. You'll also assist in coordinating complex cross-department efforts between service, sales, management, and administrative teams. With a timely resolution in mind, you'll schedule service, log customer complaints & changes, and follow up on any customer needs as quickly and helpfully as possible.

Who You Are... So, what does it take to be successful as a Customer Service Rep at American Pest? For starters, you'll have an inner drive to deliver the best service possible and satisfy every customer! You'll also have...

• The ability to converse with customers in both English and Spanish (preferred)
• Experience working in a high-volume call center (preferred)
• Two or more years of administrative/office experience
• Experience using MS Windows/Office and cloud-based software
• The ability to thrive in a fast-paced environment
• The ability to effectively manage your time, prioritizing multiple tasks, maximizing performance while remaining customer-focused
• The ability to quickly learn multiple web-based software programs necessary to the essential job functions and cross-department communications
• The ability to learn and retain complex pest control industry knowledge through company-provided online, field, and classroom training
• Strong data entry skills and a high level of accuracy
• High attention to detail and a desire for getting things right
• The ability to understand complex customer data and scheduling geographies
• A desire to work as part of a team and to provide back-up when necessary for team members
• Concern for helping people and an aptitude for making people feel important and valued
• The ability to read, write, speak, and comprehend English
• Legal eligibility to work in the U.S.
• A high school diploma or equivalent

Who We Are... Founded in 1925, American Pest has built its reputation on consistency, professionalism, and doing right by our customers and employees for nearly a century. Based in Fulton, MD, we've grown steadily over time and now employ more than 425 people across the region. Our success isn't driven by shortcuts or quick wins but by dependable people who take pride in their work and show up every day committed to doing things the right way.

American Pest is part of Anticimex, a global pest control organization focused on modern, responsible pest management. Together, we value long-term thinking, ethical practices, and continuous improvement. Our culture emphasizes teamwork, accountability, and reliability - and we invest in people who want to build a lasting career with a company that plans to be here for the long haul.

Our Hiring Process... Knowing what to expect when job hunting is always a welcome relief. Our process for this position includes the following steps:

1. Application submission
2. Short phone interview
3. Schedule an interview and complete our full application
4. Interview in person at one of our four office locations in Columbia, MD; Springfield, VA; Richmond, VA; or Troy, VA.
5. Emailed offer letter, which is contingent on step 6, tentative start date set
6. Criminal background check/drug screening/reference check
7. Official start date confirmed
8. Welcome!

EOE/M/F/Vet/Disabled

American Pest is a Drug-Free Workplace