Customer Service Representative - Richmond

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

Benefits offered by this job

Medical, dental & vision coverage

3 weeks of PTO

10 holidays

Birthday off

Career development

Job summary

Urbanex is seeking a Customer Relations Specialist at our Richmond, VA branch. You will be the first point of contact for customers, handling calls, scheduling, payments, and inquiries to ensure a positive experience and smooth service delivery.

This in-office role requires a self-starter with excellent communication and organizational skills, able to manage multiple tasks in a fast-paced environment. Training on FieldRoutes CRM and Voice for Pest systems is provided.

Qualifications

• Excellent verbal and written communication skills.
• Ability to manage multiple tasks with strong time management.
• Proactive, reliable, and professional in all customer interactions.
• Experience with CRM systems and basic data entry.

Responsibilities

• Answer calls with enthusiasm and professionalism.
• Schedule and adjust service appointments and routing.
• Process customer payments accurately and securely.
• Respond to inquiries via phone, email, and SMS.
• Educate customers about services and promotions.
• Collaborate with branch managers and technicians on service routes.
• Maintain accurate customer records in the CRM system.
• Support customer retention and follow-up efforts.

Skills

Customer service

Communication

Time management

Organization

Problem solving

Team player

Self-starter

Tools

FieldRoutes CRM

Voice for Pest

Microsoft Office

Job description

About the Role

As a Customer Relations Specialist, you'll be the first point of contact for our customers at our 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. 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.

Enjoy comprehensive benefits including full medical, dental, and vision coverage, 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.