Job Overview

Our client is a multi-state pest solutions company providing premier residential and commercial pest control services. In this full-time remote role, you will manage front-line communications across phone and SMS channels, handling inbound service inquiries, scheduling appointments, resolving billing questions, and dispatching updates directly to field technicians. This position requires an empathetic, fast-paced professional who can confidently maintain high call volumes, navigate operational CRM databases, and maintain high call quality scores in both English and Spanish.

Schedule

• Monday - Saturday, 8:00 AM - 4:30 PM Mountain Time, with a 30-minute unpaid break (40 work hours per week)

Note: The position operates across 5 days per week; you will receive one scheduled day off between Monday and Saturday.

Responsibilities

• Telephony Operations: Manage a high volume of inbound and outbound customer calls (representing ~80% of daily workflows), averaging 10–12 calls per hour.
• Service Dispatch & Scheduling: Schedule, reschedule, and optimize calendar routes for residential and commercial pest control appointments.
• Technician Coordination: Communicate in real-time with field technicians regarding dynamic customer requests, service adjustments, and scheduling updates.
• Multi-Channel Support: Respond promptly and professionally to customer SMS text messages regarding appointment status changes and service updates.
• Billing Administration: Assist clients with first-level billing inquiries, processing payment clarifications, and updating financial profile records.
• Data Integrity: Accurately document all customer interactions, log detailed call dispositions, and leave structured follow-up voicemails within the central CRM system.

Requirements

• Customer Support Footprint: Minimum of 3+ years of professional customer service experience (prior call center or high-volume dispatch experience is strongly preferred).
• Linguistic Standard: Exceptional verbal and written communication skills with conversational fluency in both English and Spanish.
• Software Competency: Direct proficiency using industry-standard CRM databases and outbound/inbound cloud dialer systems.
• Technical Setup: Reliable computer equipment and a dedicated, stable high-speed internet connection in a quiet remote workspace.
• Operational Habits: Strong multitasking abilities, rapid problem-solving, and precise organizational and time-management skills.

Performance Metrics & Core KPIs

• After-Call Work (ACW): Maintain a highly efficient data logging workflow averaging 1 minute and 30 seconds or less per call.
• Typing Speed: Demonstrate a minimum data entry speed of 40 words per minute (WPM).
• Call Quality Benchmark: Maintain a strict weekly average call quality score of 90% or higher.(Note: Any individual call scored at 75% or below may result in formal performance corrective actions in accordance with standard operating procedures.)

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.