Customer Service Specialist Position Available In Erie, New York

Customer Service Specialist Select Exterminating/Suburban Pest Control Hamburg, NY 14075 SUMMARY

OF JOB DUTIES

We are looking for a friendly, organized, and service-oriented Customer Service Specialist to join our team at Suburban Pest Control! In this role, you will be the first point of contact for residential and commercial customers seeking pest control services. Your main responsibilities will include scheduling service appointments, handling inquiries and follow-up requests, processing new service setups and payments, and ensuring an exceptional customer experience from first contact through service follow-up.

ESSENTIAL FUNCTIONS/JOB DUTIES

• Answer inbound calls, emails, and chat messages from current and potential customers
• Schedule and confirm pest control appointments with attention to technician availability and route efficiency within our Field Service Management (FSM) software platform
• Educate customers about general pest characteristics and behaviors, pest control services, treatment options, and maintenance plans
• Handle customer concerns and complaints with professionalism, offering solutions and escalating to Branch leadership when necessary
• Document all customer interactions and service details accurately in our Customer Relationship Management (CRM) and FSM systems
• Coordinate with field technicians and the operations team to ensure timely arrival and service delivery
• Coordinate with sales representatives on successful closing of new sales and timely creation of new service agreements and orders within the FSM platform
• Follow up with customers after service to ensure satisfaction and promote additional services or ongoing protection plans
• Stay knowledgeable about common pest issues, seasonal trends, and safety practices in pest control

SUPPORTIVE FUNCTIONS

In addition to performance of the above essential functions, this position may be required to perform some of the following supportive functions.

• Perform periodic updating and cleanup of customer accounts within FSM platform (PestPac)
• Review and adjust customer data for leads and proposals within CRM platform (Hubspot)
• Order office supplies and miscellaneous small equipment items
• Manage invoices from vendors and submit into our payment portal system (Ramp)
• Review GPS system on occasion to check for technician location and proper routing of services

SPECIFIC JOB KNOWLEDGE, SKILLS, AND ABILITIES

Must possess and demonstrate the following combination of knowledge, skill and ability to perform the essential functions of this position, with or without reasonable accommodation (or equivalent):

• Excellent communication skills, both verbal and written, with the ability to clearly convey ideas and instructions to team members, clients, coworkers, and management
• Comfort and familiarity with the use of computers and applications (MS Office, Teams, CoPilot, Google Workspace, etc.). Should be able to navigate between software programs easily and can complete tasks in a timely manner
• Excellent time and task management skills, with the ability to multi-task and deliver on key tasks with changing priorities while maintaining a high level of attention to detail
• Strong organization abilities

QUALIFICATION STANDARDS

Education/Licenses:

• High School Degree or GED Equivalent Required.

Associate’s/Bachelor’s degree a plus

Experience:

• Experience in customer service environments such as call center or professional services required, minimum 3 years o Experience within the pest control industry or home services industry (ex: landscaping) a plus

Environment:

• 100% Office environment – must be comfortable with desk/computer work, with occasional moving, bending, crouching, standing for various office functions.

Job Type:

Full-time Pay:

$24.00 – $26.00 per hour Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance

Shift:

8 hour shift Day shift

Experience:

Customer service: 3 years (Required) Ability to

Commute:

Hamburg, NY 14075 (Required)

Work Location:

In person