Customer Service Representative

Job Description

Job Description

Position Summary:

The New Homes CSR is responsible for contacting new homeowners whose homes have been pretreated by Arrow Pest Control and converting them into long-term recurring customers for pest and termite protection services. This role focuses on proactive communication, customer education, relationship building, and relentless follow-up through phone calls, email, and text messaging platforms such as Podium.
The ideal candidate is energetic, persuasive, customer-focused, and highly motivated to sell Arrow’s services before competitors have the opportunity to earn the customer’s business.

Licenses / Certifications:  High School Diploma or GED  

Reporting Relationships:  The customer service representative reports directly to the Customer Service Representative Supervisor, Office Manager

Required Skills:

Language Skills – Ability to read business correspondence, notes and procedure manuals. Ability to interact tactfully and positively with Arrow staff and management.  Ability to maintain a high level of confidentiality.  Ability to speak effectively to clients or Arrow employees. Skills in written, oral, and non-verbal communication.

Mathematical Skills – Be able to add, subtract, multiply and divide with whole numbers and decimals. Be able to read time on a clock, operate a schedule, use a map

Reasoning Skills – Possesses sufficient deductive reasoning ability to perform job successfully; critically reviews, analyzes, synthesizes, compares and interprets information; draws conclusions from relevant and/or missing information; understands the principles underlying the relationship among facts and applies this understanding when solving problems. 

Technology Skills- Experience with a variety of computer programs to include ServeSuite, Microsoft Office, Slack, working knowledge of various applications and general office equipment as postage machine, fax machine, copiers, and time clock. 

Customer Service Skills- Communications with employees, customers, and co-workers in professional and courteous manner, maintain professional image of oneself and the organization, exude a positive attitude and work ethic, ability to follow company policies, procedures, and handbook guidelines.

Physical & Sensory Demands: Fair general health and stress coping ability is required.   

Position requires the ability to clearly and effectively communicate with all stakeholders (customers, peers, and other team members) as needed for assessment, intervention, and professional development.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception.  While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 50 pounds. 

Working Conditions:  

The individual spends over 95% of his/her time in a well-lit, temperature controlled environment with varying exposure to noise.  The position has limited exposure to noxious smells from cleansing agents.

Exposure Risk: The normal routine involves no exposure to blood, body fluids or tissues.

Key Performance Functions:

Operating with a “one company” mindset and interact effectively with employees and customers across the organization to achieve results. This is a team and no one duty falls on one specific scheduler. 

• Contact new homeowners immediately after move-in regarding their pretreated pest and termite services.
• Communicate with homeowners through outbound phone calls, emails, and Podium/text messaging.
• Educate homeowners on Arrow’s pest control, termite protection, mosquito, and additional home protection services.
• Explain the value of continuing service with Arrow, emphasizing the benefits already established through the builder partnership.
• Build urgency and excitement around maintaining uninterrupted pest and termite protection.
• Consistently follow up with homeowners until contact is made and a service decision is reached.
• Maintain detailed notes and communication records in company systems.
• Meet or exceed sales conversion goals and performance expectations.
• Handle objections professionally and confidently while promoting the value of Arrow services.
• Coordinate with operations and scheduling teams to ensure a smooth customer onboarding experience.
• Maintain a positive, professional, and customer-first attitude in all interactions.

• Required Skills & Qualifications

  • Strong communication and customer service skills
  • Sales-minded with confidence in overcoming objections
  • Comfortable making high-volume outbound calls and follow-up contacts
  • Ability to multitask and stay organized in a fast-paced environment
  • Basic computer and CRM/data entry skills
  • Self-motivated and goal-oriented
  • Professional phone etiquette and written communication skills

• Preferred Qualifications

  • Previous customer service or inside sales experience
  • Experience in pest control, home services, or builder-related industries preferred
  • Familiarity with texting and communication platforms such as Podium is a plus

• We require a pre-employment background screening and pre-employment drug testing based on federal standards.

Fiscal Responsibilities:  Maintain highest level of confidentiality in regards to customer account information, billing and credit card information. 

Safety:  Provides an environment conducive to safety for visitors, and staff.  Assesses the risks for safety and implements appropriate precautions.   Complies with appropriate and approved OSHA safety standards.

  Conservation of Resources:  Demonstrates an understanding of costs and financial support as they relate to quality and efficiency  

  Other Duties as Assigned:

Performs other duties as assigned to support the overall effectiveness of the department.