CUSTOMER CARE SPECIALIST

Position Summary

The Customer Care Specialist / Scheduler plays a vital role in delivering exceptional customer experiences while supporting the daily operations of a small pest management company. This position is responsible for answering customer inquiries, scheduling service appointments, coordinating technician routes, and ensuring all communication between customers and field staff is efficient, accurate, and professional.

Key Responsibilities

Customer Service:

• Answer inbound calls, emails, and online requests in a courteous and professional manner.
• Respond promptly to customer inquiries regarding services, scheduling, billing, and treatment details.
• Maintain positive customer relationships by providing knowledgeable and friendly support.
• Handle customer concerns or complaints with empathy and escalate issues to management when necessary.
• Follow up on service satisfaction and assist with rescheduling or additional service needs.

Scheduling & Dispatch:

• Schedule new and recurring pest control services efficiently, maximizing technician productivity and route efficiency.
• Communicate daily schedules, updates, and service changes to technicians.
• Adjust appointments in response to cancellations, weather delays, or emergency service requests.
• Verify service completion and ensure work orders are properly closed and documented in the system.

Administrative Support:

• Maintain accurate customer records, including contact information, service history, and billing details.
• Process payments, generate invoices, and assist with basic accounting or collections as needed.
• Support marketing efforts by assisting with reminder calls, renewal notices, and service confirmations.
• Assist with filing, data entry, and other administrative duties as assigned.

Qualifications

• High school diploma or equivalent (Associate’s degree preferred).
• 1–2 years of customer service or administrative experience; pest control, HVAC, or service industry experience a plus.
• Strong organizational and multitasking skills with attention to detail.
• Excellent communication skills, both written and verbal.
• Proficient with computers and scheduling or CRM software (FieldRoutes, PestPac, ServSuite, or similar experience preferred).
• Ability to work effectively in a small-team environment and adapt to changing priorities.

Physical & Work Environment Requirements

• Standard office environment; prolonged sitting, computer use, and phone communication required.
• Occasional lifting of office supplies up to 25 lbs.
• Regular interaction with field technicians, customers, and management.

Core Competencies

• Customer Focus
• Communication and Active Listening
• Problem Solving and Adaptability
• Time Management
• Teamwork and Collaboration
• Professionalism and Reliability