Customer Service Representative

In Touch Pest Control; Town of Florida (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

In Touch Pest Control in the United States (New York area) is seeking a Customer Service Representative who serves as the helpful point of contact for pest-control service requests and support. You will listen carefully, explain approved information, and coordinate with the office and service team.

You will handle calls and emails, gather details, explain options, schedule appointments, and ensure smooth handoffs.

Qualifications

• Active listening and clear communication with customers.
• Empathy and patience when addressing pest-control concerns.
• Strong phone etiquette and professional written communication.
• Accurate note-taking and detail capture.
• Experience using CRM tools to track interactions and scheduling.

Responsibilities

• Respond professionally to calls and email inquiries.
• Gather accurate details about pest concerns and scheduling needs.
• Explain approved service options, guidance, and pricing.
• Coordinate appointments and handoffs to inspection or service teams.
• Document handoffs clearly and avoid unconfirmed promises.
• Follow up on open inquiries and keep customers informed.

Skills

Active listening

Empathy

Phone etiquette

Written communication

CRM literacy

Note-taking

Tools

GorillaDesk

CRM software

Job description

The Customer Service Representative is a helpful point of contact for people seeking pest‑control service or support with an existing visit. You make it easier for customers to get the right help by listening carefully, explaining approved information, and coordinating with the office and service team.

Your day-to-day

• Respond professionally Respond professionally to incoming calls and assigned email, text, or online inquiries.
• Understand the request Gather accurate details about pest concerns, the property, service history, contact preferences, and scheduling needs.
• Explain approved information Explain approved service options, preparation guidance, pricing information, and next steps within your authority.
• Coordinate next steps Book or update appointments according to availability and hand off requests that need an inspection, technical advice, or management approval.
• Handle concerns with care Listen to frustrated customers, acknowledge their concerns, document the facts, and coordinate a clear follow‑up plan.
• Document clear handoffs Maintain useful CRM notes and avoid incomplete handoffs or promises the service team has not confirmed.
• Follow through Follow up on open inquiries and service concerns, keeping customers informed as requests progress.

What you bring

• Listen and communicate Active listening, empathy, a professional phone manner, and clear written communication.
• Capture accurate details Accurate typing, note‑taking, and the ability to confirm important details while speaking with a customer.
• Stay calm and solve problems Patience and practical problem‑solving during complaints, scheduling changes, or repeated questions.
• Use support tools Confidence using phone systems, email, shared inboxes, and a CRM or the ability to learn them.
• Know when to escape Sound judgment about when to escape safety, treatment, billing, or account concerns.
• Take ownership Reliable attendance, ownership of follow‑up tasks, and a cooperative approach with technicians and office staff.
• Protect customer privacy Respect for customer privacy and secure handling of contact, property, and account information.

Experience that helps

Customer service, call handling, appointment booking, complaint resolution, or support in a home‑service business is useful. Experience with GorillaDesk or another CRM, call logs, chat tools, or shared inboxes can help. Tell us which channels and systems you have used and how you keep customers informed.

Know when to escape

Customers may be worried about pests, children, pets, or a recent treatment. Use approved information, verify details, and involve qualified service staff for technical or safety questions. Avoid unsupported guarantees or treatment advice.

Trust & hiring checks

We expect courteous communication, truthful records, confidentiality, and responsible escalation of customer concerns. Job‑related background screening may be part of the hiring process at the appropriate stage, with any required third‑party disclosure and authorization provided separately.

Pay, schedule, work arrangements, and the final service channels will be confirmed before hiring.