Customer Solutions Expert

Job Description

Job Description

Company Overview

GRIT PPO is a U.S.-based business process outsourcing company specializing in the pest control, wildlife, lawn care, and related home-service industries. We serve as an extension of our partner companies by managing customer calls, scheduling services, supporting existing customers, and converting new inquiries into booked business.

Our team operates in a fast-paced, performance-driven environment where customer experience, accuracy, efficiency, and sales results all matter. We are looking for dependable professionals who take ownership of their work and understand that every customer interaction represents both GRIT and the partner we are serving.

Position Overview

This is an IN OFFICE Customer Service & Sales Representative role. Team members are responsible for handling inbound customer interactions on behalf of multiple service companies. You will assist current customers, respond to new service inquiries, explain available services, overcome objections, schedule appointments, and convert qualified opportunities into sales.

This is not a traditional customer-service position focused only on answering questions. Successful representatives are expected to confidently guide conversations, identify customer needs, recommend appropriate services, ask for the sale, and accurately document each interaction.

Because GRIT supports multiple partner companies, representatives must be able to learn and follow different service offerings, pricing structures, service areas, scheduling requirements, and business procedures.

Key Responsibilities

• Answer inbound calls promptly and professionally in a high-volume call center environment.
• Assist customers with scheduling, rescheduling, billing questions, service concerns, account updates, and general inquiries.
• Identify the customer’s needs through effective questioning and active listening.
• Explain services, pricing, treatment expectations, and available options clearly and confidently.
• Convert qualified new-business inquiries into scheduled services.
• Address customer concerns and overcome objections without sounding scripted or overly aggressive.
• Follow up on open leads, dropped calls, voicemails, web inquiries, and other assigned customer contacts.
• Accurately schedule appointments according to each partner’s service areas, availability, and operating procedures.
• Document every interaction thoroughly and correctly in the appropriate customer relationship management system.
• Navigate multiple systems, partner profiles, rate cards, scripts, and communication platforms during customer interactions.
• Follow all required call-handling, quality-assurance, data-security, and payment-processing procedures.
• Maintain a professional and customer-focused approach when handling complaints, escalations, or emotionally frustrated customers.
• Participate in training, coaching, quality reviews, team meetings, and performance-improvement activities.
• Meet established expectations for sales conversion, accuracy, productivity, call handling, attendance, and schedule adherence.
• Remain available and engaged throughout the scheduled shift while managing assigned work independently.
• Perform other customer-support and sales-related responsibilities as business needs evolve.

Performance Expectations

Performance is regularly measured using objective call center standards, including:

• Sales conversion
• Quality and accuracy
• Customer experience
• Productivity
• Average handle time
• After-call work
• Schedule adherence
• Attendance and reliability
• Proper documentation and workflow completion
• Responsiveness to coaching and demonstrated improvement

Team members are expected to balance efficiency with accuracy and customer care. Meeting one performance standard does not replace the expectation to meet the others.

Requirements

• At least two years of experience in customer service, call center operations, inside sales, appointment setting, or a related customer-facing role.
• Demonstrated ability to work effectively in a fast-paced, high-volume environment.
• Strong verbal and written communication skills.
• Ability to confidently recommend services and ask customers to move forward with a purchase or appointment.
• Strong listening, problem-solving, and objection-handling skills.
• Ability to learn and accurately represent multiple companies, services, and procedures.
• Strong attention to detail and the ability to follow written instructions consistently.
• Ability to navigate multiple computer systems and browser windows while speaking with customers.
• Experience using CRM, call center, scheduling, ticketing, or customer-communication platforms.
• Reliable attendance and the ability to report to work on time for every scheduled shift.
• Ability to accept coaching, apply feedback, and demonstrate measurable improvement.
• Professional judgment and the ability to protect confidential customer and payment information.
• High school diploma or equivalent.

Preferred Qualifications

• Previous experience in the pest control, wildlife, lawn care, home-services, or field-service industry.
• Experience with PestPac, FieldRoutes, Five9, Front, or similar platforms.
• Previous inside-sales or commission-based experience.
• Experience supporting multiple brands, locations, or client accounts.
• Bilingual English/Spanish communication skills.

Schedule Requirements

GRIT PPO provides customer support seven days a week, including evenings and weekends. Applicants must have flexibility based on the schedule assigned to the position.

• Availability for assigned daytime or evening hours
• Weekend availability as scheduled
• Dependable attendance during peak business periods
• Ability to complete required training and coaching sessions
• Willingness to adjust to reasonable scheduling needs as business volume changes

Specific shift details will be discussed during the interview process.

Benefits

Compensation

This position offers hourly compensation plus performance-based commission opportunities. Commission eligibility is based on individual results, adherence to company procedures, and continued satisfactory performance.

Benefits

Eligible full-time employees may receive:

• Medical, dental, and vision insurance
• Flexible Spending Account (FSA)
• MetLife Legal Plans
• 401(k) retirement plan
• Employer-paid basic life and AD&D insurance
• Voluntary life insurance options
• Paid vacation and sick time
• Company-paid holidays
• Maternity and paternity leave
• Short-term and long-term disability coverage
• Paid training and ongoing professional development

Benefit eligibility, coverage, and waiting periods are subject to the terms of the applicable plan documents and company policies.