Customer Service Representative CSR

Job Description

Job Description

WING 8 Pest Services — Forney, TX
Full-Time | In-Office | Monday–Friday, 8:00 AM–5:00 PM
$18.00–$20.00 per hour

BUILD A CAREER WITH A GROWING LOCAL COMPANY

WING 8® Pest Services is a locally owned and growing pest control company based in Forney, Texas, serving homeowners and businesses throughout East Dallas and surrounding communities.

We specialize in professional pest control, termite protection, mosquito control, smart rodent monitoring, wildlife solutions, and other specialty services.

Our company is built around accountability, professionalism, customer care, technical expertise, and measurable performance.

Our commitment to innovation and customer service has earned industry recognition, including:

• Pest Control Business of the Year — 2024
• Most Innovative Pest Control Services Provider — Texas
• Client Service Excellence Award

As WING 8 continues to grow, we're looking for a dependable, highly organized Customer Service Representative (CSR) to become an important part of our office and customer experience team.

THIS IS MORE THAN ANSWERING PHONES

Our CSR is often the first person a new customer speaks with at WING 8.

You will help customers understand their next step, collect accurate information, schedule appointments, maintain customer records, assist existing customers, and help keep our field operations organized.

A typical day may include:

• Answering incoming customer calls
• Responding to website leads and customer inquiries
• Scheduling inspections and service appointments
• Assisting existing customers with service questions
• Updating customer information in Jobber
• Following up with new leads
• Processing appointment changes
• Assisting with basic billing and payment questions
• Documenting important information for our field technicians
• Helping keep the day's schedule organized

You DO NOT need previous pest-control experience. We will train you.

You are also NOT expected to be a high-pressure salesperson. Your job is to listen, ask the right questions, provide accurate information, and guide the customer to the appropriate next step.

WHAT YOU'LL BE RESPONSIBLE FOR

Customer Service

• Answer incoming calls professionally and confidently
• Respond to customer emails, website inquiries, and incoming leads
• Listen carefully and understand what the customer needs
• Collect complete and accurate customer information
• Answer appropriate questions about WING 8 services
• Assist existing customers with service and account questions
• Handle customer concerns calmly and professionally
• Follow up with customers and open leads when needed
• Recognize when an issue needs to be escalated

Appointment Scheduling

You'll help keep our inspectors and technicians organized and productive.

• Schedule inspections and service appointments
• Confirm appointments
• Coordinate appointments based on availability
• Process customer reschedule requests
• Document appointment changes accurately
• Record gate codes, pets, access instructions, and other important property information
• Help maintain an efficient service calendar
• Help prevent scheduling errors, missed appointments, and unnecessary gaps in technician schedules

CRM & Customer Records

WING 8 uses Jobber , a professional field-service management platform. Training is provided.

You'll use Jobber to:

• Create and update customer accounts
• Enter contact and property information
• Record incoming customer requests
• Schedule appointments
• Record how new customers heard about WING 8
• Document customer conversations
• Maintain service and property notes
• Update account information
• Keep customer records accurate and organized

DETAILS MATTER. The information entered by our CSR is used by our office staff, inspectors, technicians, billing, and management.

Lead Follow-Up

Every new inquiry represents a potential long-term customer. You'll help make sure incoming leads don't fall through the cracks by:

• Responding promptly
• Collecting complete contact information
• Understanding why the customer contacted us
• Scheduling the appropriate next step
• Following up when necessary
• Keeping accurate records of the interaction

The goal isn't simply to answer the phone. The goal is to make sure each customer is properly taken care of from the first conversation forward.

Payment & Account Support

You'll also assist customers with basic account administration, including:

• Securely entering authorized payment information
• Helping customers with payment questions
• Sending secure payment links
• Assisting customers with their online account
• Processing authorized payments when appropriate
• Following up on past-due accounts according to company procedures
• Documenting account communications accurately

Training is provided on WING 8's procedures and payment-security requirements.

YOU'LL LEARN OUR SERVICES

Previous pest-control experience is NOT required.

We'll train you on:

• Residential pest control
• Termite inspections and protection
• Rodent monitoring and control
• Mosquito control
• Fire ant control
• Wildlife and exclusion services
• Specialty pest services

You will not be expected to diagnose pest problems like a technician. You will be expected to learn enough to ask good questions, communicate accurately, and understand the correct next step for the customer.

WHO WE'RE LOOKING FOR

This position may be a strong fit if you are:

• Professional and confident on the phone
• Dependable and punctual
• Highly organized and detail-oriented
• Comfortable talking with customers throughout the day
• Comfortable using computers and learning new software
• Able to type accurately while speaking with customers
• Able to manage multiple responsibilities without losing track of details
• Comfortable asking customers for necessary information
• Comfortable discussing payments professionally
• Calm when dealing with frustrated customers
• Able to follow established procedures consistently
• Able to accept coaching and apply feedback
• Comfortable being accountable for your performance
• Capable of working independently once trained

Previous experience in customer service, call centers, scheduling, dispatching, reception, office administration, or another home-service business is helpful.

THIS POSITION MAY NOT BE A GOOD FIT IF...

This probably isn't the right position if you:

• Dislike spending significant time on the phone
• Frequently arrive late or miss work
• Struggle with detailed computer work or data entry
• Don't like following established procedures
• Become easily frustrated with difficult customers
• Are uncomfortable discussing payments
• Prefer a job where performance isn't measured
• Don't respond well to coaching or feedback

We're looking for someone who takes pride in being reliable, accurate, professional, and good at what they do.

COMPENSATION

Starting pay: $18.00 per hour

After approximately 60 days , your performance will be formally reviewed.

Employees who meet established expectations for customer service, scheduling accuracy, CRM usage, reliability, communication, and overall job performance may be eligible for an increase to $20.00 per hour following the review.

SCHEDULE & LOCATION

• Full-Time
• Monday–Friday
• 8:00 AM–5:00 PM
• In-office in Forney, Texas
• This is NOT a remote position

WHAT WING 8 OFFERS

• $18.00–$20.00 per hour
• Paid training
• Paid Time Off (PTO)
• Paid company holidays
• Consistent Monday–Friday schedule
• Professional training and development
• Direct access to company leadership
• Opportunities for increased responsibility
• Advancement opportunities as WING 8 grows

ADDITIONAL OFFICE & MARKETING SUPPORT

Customer service and office operations are the priority.

When primary responsibilities are complete and call volume permits, you may also assist with:

• Basic Facebook and Instagram posting
• Customer review follow-up
• Community-related posts
• Customer communication campaigns
• Basic content coordination
• General office and administrative projects

Social media experience is helpful, but social media is NOT the primary responsibility of this position.

PERFORMANCE & GROWTH

WING 8 provides training, clear procedures, and defined expectations. In return, we expect employees to take ownership of their responsibilities and continuously improve.

Performance may include:

• Customer communication
• Accuracy of customer information
• Appointment scheduling
• Lead follow-up
• CRM documentation
• Payment-process compliance
• Attendance and reliability
• Following established procedures
• Applying training and coaching

We don't expect you to know everything on your first day.

We DO expect you to learn, practice, improve, accept accountability, and become excellent at your position.

For the right person, this position offers the opportunity to grow into increased responsibility in customer experience, scheduling, operations, account management, training, and leadership as WING 8 continues to grow.

WING 8 Pest Services is a locally owned and growing pest control company headquartered in Forney, Texas, serving homeowners and businesses throughout East Dallas and surrounding North Texas communities.

With more than 20 years of industry experience, WING 8 combines professional pest management, modern technology, and local customer service to protect the homes, businesses, and communities we serve.

Our commitment to innovation and customer satisfaction has earned recognition including:

▪ Business Rate’s Pest Control Company of the Year 2024
▪ BUILD – Texas’ Most Innovative Pest Control Services Provider
▪ BUILD Client Satisfaction Excellence Award

At WING 8, we believe building a great company starts with building a great team.

We invest in paid training, clear operating standards, modern technology and equipment, professional development, and opportunities for advancement. As the company grows, we want our employees to have opportunities to grow with it.

We look for people who take pride in their work and value professionalism, reliability, accountability, customer care, teamwork, and continuous improvement.

Whether working with customers in the office or protecting properties in the field, every member of WING 8 plays an important role in the customer experience and the company's success.

Smarter. Safer. WING 8.

Company Description

WING 8 Pest Services is a locally owned and growing pest control company headquartered in Forney, Texas, serving homeowners and businesses throughout East Dallas and surrounding North Texas communities.\n\nWith more than 20 years of industry experience, WING 8 combines professional pest management, modern technology, and local customer service to protect the homes, businesses, and communities we serve.\n\nOur commitment to innovation and customer satisfaction has earned recognition including:\n\n▪ Business Rate’s Pest Control Company of the Year 2024\n▪ BUILD – Texas’ Most Innovative Pest Control Services Provider\n▪ BUILD Client Satisfaction Excellence Award\n\nAt WING 8, we believe building a great company starts with building a great team.\n\nWe invest in paid training, clear operating standards, modern technology and equipment, professional development, and opportunities for advancement. As the company grows, we want our employees to have opportunities to grow with it.\n\nWe look for people who take pride in their work and value professionalism, reliability, accountability, customer care, teamwork, and continuous improvement.\n\nWhether working with customers in the office or protecting properties in the field, every member of WING 8 plays an important role in the customer experience and the company's success.\n\nSmarter. Safer. WING 8.