Customer Solutions Expert

Customer Service & Sales Representative

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.

The Customer Service & Sales Representative is 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.