Customer Relations Specialist - Richmond

Urbanexpro; Richmond (VA); On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Competitive pay

Health insurance

3 weeks PTO

10 company-paid holidays

Birthday off

Job summary

Urbanex is seeking a Customer Relations Specialist in Richmond, VA to be the first point of contact, addressing concerns, educating customers on pest control services, and ensuring a positive experience.

In this in-office role, you’ll manage calls, appointments, payments, and CRM records, collaborate with managers and technicians, and help retain customers while upholding Urbanex values.

Qualifications

• Strong customer service and issue-resolution mindset.
• Excellent written and verbal communication.
• Ability to manage multiple tasks and prioritize.
• Reliability, honesty, and professionalism.
• Experience with CRM/Office tools a plus.

Responsibilities

• Answer incoming calls with enthusiasm and professionalism.
• Schedule and reschedule service appointments and route with technicians.
• Process customer payments accurately and maintain CRM records.
• Respond to inquiries via phone, email, and SMS.
• Proactively follow up to ensure satisfaction.
• Educate customers about Urbanex services and promotions.
• Coordinate with branch managers and technicians to optimize routes.
• Handle retention tasks and reschedule to prevent cancellations.
• Provide feedback on customer trends to improve service.
• Assist branch managers with tasks and demonstrate flexibility.
• Maintain accurate customer records in CRM.

Skills

Customer service

Communication

Time management

Problem solving

Team player

Self-starter

Adaptability

Attention to detail

MS Office

CRM experience

Tools

FieldRoutes CRM

Voice for Pest

Job description

Customer Relations Specialist

Richmond, VA

About Urbanex

Urbanex is a rapidly growing, family and veteran-owned pest control company dedicated to providing superior service and building a culture of growth, development, and teamwork.

From our humble beginnings in Nashville, Tennessee, in 2015, we’re expanding to 14 locations across the country. We’re not just about eliminating pests; we’re about building relationships and exceeding customer expectations. Our technicians are friendly, courteous, and always go the extra mile, as evidenced by our customer testimonials.

At Urbanex, people are our most valuable asset. We invest in training, offer career development opportunities, and foster a supportive, inclusive work environment where everyone can thrive. If you’re looking to join a company that values its employees and is committed to making a difference for our customers, Urbanex might be the perfect fit for you!

Our Core Values

• Play Like a Champion: We choose resilience, positivity, and determination, even when it’s hard. We find enjoyment and purpose in what we do to rise above, stay agile, and pursue excellence in every situation.
• Unwavering Character: We choose to do the right thing, regardless of the consequences. We always show up wholeheartedly, embracing vulnerability and inspiring others by being a good person.
• Commit to Better: We wake up every day with the relentless desire to become better. We face adversity head‑on and inspire others to relate to challenges as opportunities for growth.
• Wholehearted Connection: We root for one another in success and failure. We build a community where everyone feels seen, supported, and valued. We meet people where they are and believe building bridges is better than burning them.
• Belief is Contagious: We rise up by inspiring hope, giving people the freedom to explore the journey of growth, and rewarding those with the courage to act on their infinite potential.

About the Role

As a Customer Relations Specialist, you’ll be the first point of contact for our customers at our Nashville branch, playing a vital role in ensuring their satisfaction and contributing to the branch's success. You will be a customer advocate, addressing concerns, educating customers on our services, and ensuring they have a positive experience with Urbanex.

This role requires a self‑starter who can work autonomously, manage their time effectively, and prioritize a broad set of responsibilities. You will need to be reliable, honest, hardworking, and maintain a high level of professionalism in all interactions. Excellent communication skills, both written and verbal, are essential. This is an in‑office position.

Responsibilities

• Answer incoming calls with enthusiasm and professionalism.
• Schedule and reschedule service appointments, ensuring efficient routing and technician availability.
• Process customer payments accurately and securely, maintaining detailed records in our CRM system.
• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Proactively follow up with customers to ensure their satisfaction and address any concerns.
• Educate customers about Urbanex's services, the importance of ongoing pest control maintenance, and any available promotions.
• Collaborate with branch managers and technicians to coordinate service routes and resolve customer issues efficiently.
• Handle customer retention tasks, including addressing concerns that might lead to cancellations and proactively rescheduling appointments.
• Provide feedback to branch managers on customer trends and issues to help improve service delivery and identify areas for growth.
• Assist branch managers with various tasks and projects as needed, demonstrating flexibility and a willingness to support the team.
• Maintain accurate and up-to-date customer records in our CRM system.

Qualifications

• Strong customer service skills with a passion for helping others and resolving issues effectively.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
• Exceptional organizational skills and the ability to manage multiple tasks simultaneously, demonstrating strong time management and prioritization skills.
• Solid problem‑solving abilities and a knack for finding creative solutions to customer challenges.
• A team player mentality with a willingness to collaborate and support colleagues in a fast‑paced environment.
• Self‑starter with the ability to work autonomously and take initiative.
• Adaptability and a willingness to learn new systems and processes.
• A positive attitude, strong work ethic, and a desire to contribute to a growing company.
• Proficiency in basic computer skills, including data entry and Microsoft Office Suite.
• Experience with FieldRoutes CRM and Voice for Pest phone systems is a plus, but not required (we’ll train you!).
• Must be reliable, honest, and able to maintain a high degree of professionalism at all times.
• Must pass a background check and credit check due to the handling of customer payments.

What We Offer

• Competitive pay ranging from $16 to $22 per hour, based on experience.
• Company‑subsidized health, dental, and vision insurance with a generous employer contribution toward premiums, 3 weeks of PTO, 10 company‑paid holidays, and your birthday off!
• Opportunity to work in a fast‑growing company with a strong focus on employee development.
• A supportive, team‑oriented work environment where your contributions are valued.
• The chance to make a real difference in the lives of our customers by helping them create a pest‑free environment.

Why Urbanex

Working at Urbanex means being part of a team that’s passionate about protecting our customers’ homes and businesses from pests. It means having the opportunity to grow your skills and advance your career in a supportive and dynamic environment. It means making a difference in your community, one satisfied customer at a time.

Candidates must be willing to complete a background check for this position.