Customer Service Representative

Job Description

Job Description

Position Summary

The Customer Service Representative (CSR) provides general office and administrative support to ensure the smooth operation of daily business activities. This role involves handling customer interactions, processing documentation, supporting billing and collections, and maintaining office organization. The CSR must prioritize tasks effectively, manage competing appointments, and respond tactfully to customer inquiries or complaints.

Essential Job Duties

· Serve as the primary point of contact and liaison between clients, management, service technicians, and sales staff

· Provide professional, timely customer service by answering calls, addressing inquiries, and resolving complaints

· Schedule service appointments, coordinate work assignments, and manage conflicting priorities effectively

· Maintain accurate records by tracking client information, service activity, and documentation in company systems

· Process billing, collections, accounts receivable follow-ups, and customer payments, including bank deposits

· Explain and sell residential services to prospective clients

· Generate reports and provide administrative support to the Office Manager and operations

· Support general office administration and maintain a clean, organized clerical environment

Non - Essential Functions

· Support and carry out the company’s mission and vision, including its focus on sharing the Good News

· Assist with onboarding or training of new CSRs or technicians as requested

· Participate in team meetings, safety briefings, or continuing education sessions

· Help with inventory tracking, ordering, or stocking of office and service supplies

· Support special projects or seasonal initiatives (e.g., termite season campaigns, promotional mailings)

· Assist with preparing marketing materials, customer reminders, or service notifications

· Provide backup support for other administrative roles during absences or peak periods

· Help maintain digital or physical filing systems beyond routine daily tasks

· Attend company events, community outreach activities, or trade events when requested

· Provide feedback to management on customer trends, service issues, or process improvements

· Perform other related duties as assigned that support overall operational efficiency

Minimum Qualifications (Knowledge, Skills, and Abilities)

· Proficiency in general office administration, including computers, standard office equipment, and multi-line phone systems

· Strong customer service skills with professional phone etiquette and clear verbal and written communication

· Ability to perform basic calculations accurately while remaining highly organized

· Excellent multi-tasking, time management, and prioritization skills

· Working knowledge of Microsoft Office (Word, Excel, Outlook) and ability to quickly learn company service management software

· Strong critical thinking and problem-solving skills to anticipate and resolve customer or operational issues

· Ability to manage database records, generate reports, and process customer payments (checks and credit cards)

· Prior pest control industry experience preferred but not required

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Physical Demands

· Regularly required to communicate clearly, both verbally and in writing.

· Frequently required to use hands and fingers to operate a computer, keyboard, telephone, and other office equipment.

· Occasionally required to stand, walk, sit, and reach with hands and arms.

· Must occasionally lift and/or move up to 25 pounds.

· Specific vision abilities include close vision, distance vision, and the ability to adjust focus.

Work Environment

The work environment is primarily an indoor office setting with a moderate noise level. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The role requires frequent interaction with staff, customers, and vendors, both in person and through electronic communication. The position may involve occasional interruptions, shift priorities, and manage multiple tasks simultaneously. Limited travel between office locations or for training purposes may be required.

Must adhere to all company safety policies and wear personal protective equipment (PPE) when required.

This job description does not list all duties. Employees may be required to perform other job-related tasks as assigned by authorized personnel. The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.