Customer Service Representative

Modern Pest Services; Matthews (NC); On-site; USD 30,000 - 40,000; Full time

Job summary

Modern Pest Services is seeking a Customer Service Representative to deliver excellent customer service while representing the company professionally. You will manage appointment scheduling, handle customer inquiries, and maintain accurate client information in PestPac.

The ideal candidate has exceptional communication skills and prior customer service experience. Flexibility and comfort with call management are essential. Occasional lifting and prolonged periods of sitting, typing, and talking are part of the job.

Qualifications

• Exceptional communication skills are essential for the role.
• Previous customer service experience is strongly preferred.
• Ability to manage high call volumes effectively.

Responsibilities

• Provide stellar customer service from greeting to call conclusion.
• Schedule appointments and route technicians appropriately.
• Document and escalate customer-reported issues.

Skills

Exceptional verbal and written communication skills

Customer service disposition

Ability to work effectively in PestPac

Flexibility when needed

Experience with MS Office Suite

Education

High school diploma or equivalent preferred

Tools

PestPac

MS Office Suite

Job description

Job Summary

Customer Service Representative is responsible for representing Anticimex Carolinas in a courteous, professional manner and developing positive relationships with clients, promoting Anticimex Carolinas as the premier company within our industry.

Responsibilities

• Provide stellar customer service from greeting to call conclusion.
• Display warm greeting, empathy, and appropriate sense of urgency to customers.
• Provide service as stated in service agreements in a professional, prompt, courteous manner.
• Schedule appointments for customers in a timely and efficient manner and communicate appointment details.
• Route technicians and sales people when scheduling appointments.
• Help customers understand their account and ensure satisfaction.
• Enter clients’ information accurately into the computer.
• Maintain Pestpac consistent with Anticimex Carolinas standards, processing all tasks, calls, and leads.
• Process cash payments received by the Customer Service Center or branch.
• Monitor phone software to ensure incoming calls have minimal to no wait times and check voicemails.
• Provide back‑up support for incoming calls to the Inside Sales team.
• Document and escalation infractions reported by our customers.
• Comply with all company policies and procedures with all employees.
• Participate in customer service projects on behalf of the department.
• Encourage and foster a harmonious workplace with a positive attitude.
• Collaborate with team members as needed.
• Maintain acceptable attendance and tardiness records.
• Perform other duties as assigned.

Competency / Position Requirements

• Exceptional verbal and written communication skills.
• Committed to accuracy.
• Ability to demonstrate flexibility when needed.
• Ability to work effectively in PestPac.
• Exceptional customer service disposition.
• Experience with the MS Office Suite (Excel, Word, PowerPoint, Outlook) required.

Education / Experience

• No experience required; previous customer service experience strongly preferred.
• Previous experience with heavy incoming call volume is preferred.
• Must be able to walk, sit, stand, and use computer and phone for extended periods.
• Ability to work two Saturdays per month as needed.
• This list may not be all inclusive.

Physical and Mental Demands

Occasional Demands (1‑33%): Lifting (up to 10 lbs), Carrying, Standing.

Frequent Demands (34‑66%): Analyzing, Focus for Extended Periods, Sitting, Typing, Talking, Reading.

FLSA Status

Non‑Exempt.

Reports to

Team Lead or CSC Supervisor.

Direct Reports

None.