Job Highlights

Schedule: 40 hours per week

Workdays: 5 days per week
Company is closed on Sundays
One scheduled day off between Monday and Saturday

Shift Options:
8-hour shift with no lunch break
8.5-hour shift with a 30-minute unpaid lunch

Example Schedules:
9:00 AM – 5:00 PM MST (no lunch)
8:30 AM – 5:00 PM MST (30-minute lunch)

Client Time Zone: Mountain Time (Orem, Utah, USA)

Company / Client Overview

The client is a multi-state pest solutions company providing residential and commercial pest control services. They receive customer leads through website forms and SMS messages. The customer service team supports customers by handling inbound and outbound calls, managing schedules, assisting with billing inquiries, and coordinating with field technicians. Qualified leads are passed to the sales team for closing.

Responsibilities:

• Answer inbound calls and make outbound calls (approximately 80% phone-based)
• Handle an average of 10–12 calls per hour
• Schedule and reschedule pest control service appointments
• Assist customers with billing information and first-level billing inquiries
• Coordinate with field technicians regarding customer requests and scheduling changes
• Respond to customer SMS messages related to appointments and service updates
• Leave voicemails for outbound calls when required
• Accurately document all customer interactions in CRM and related systems
• Manage customer interactions primarily via phone and SMS
  

Requirements & Performance Expectations:

• Minimum 3 years of customer service experience (call center experience preferred)
• Excellent verbal communication skills with minimal accent
• Ability to work scheduled hours aligned with Mountain Time (MT)
• Proficient in CRM and dialer software
• Strong multitasking, organization, and time-management skills
• Reliable computer equipment and stable high-speed internet connection
  
  

Performance Metrics (Must Be Met):

• After-Call Work (ACW): Maintain an average of 1 minute 30 seconds or less
• Typing Speed: Minimum 40 words per minute (WPM)
• Call Quality:
  
  • Maintain a weekly average call quality score of 90% or higher
  • Any individual call scored at 75% or below may result in a final written warning, in accordance with company policy

Independent Contractor Perks:

• HMO coverage for eligible locations
• Permanent work from home
• Immediate hiring
• Steady freelance job