Customer Service Representative (Remote)

Terminix • Tennessee - Virtual, TN

1d • Remote

About The Position

The Customer Service Representative delivers a high-quality customer experience by handling inbound inquiries about services, scheduling, billing, account management, and issue resolution. The role requires understanding customer needs, providing accurate and timely solutions, taking ownership of concerns, and supporting customer satisfaction and retention while following established policies and procedures.

Representatives use customer relationship management systems and other technology to access account information, document interactions, troubleshoot issues, and process requests. They collaborate with branch personnel and internal support teams to resolve concerns, and identify opportunities to recommend relevant products and services. For qualifying customers, representatives proactively offer and schedule Whole Home Inspections to identify potential pest concerns and additional service opportunities.

This is a remote role. Candidates must have a private, dedicated workspace, reliable broadband with at least 25 Mbps download and 5 Mbps upload, and the ability to connect by Ethernet. The position requires a distraction-free work environment during scheduled shifts and a flexible schedule that may include evenings, weekends, and holidays. Physical demands include prolonged sitting, occasional movement of objects up to 10 pounds, repetitive hand and wrist motions, oral communication, and near-range visual acuity for detailed work.

Requirements

• High school diploma or GED.
• General knowledge of company products, services, and customer service processes, with the ability to learn and apply new information.
• Strong verbal, written, and interpersonal communication skills, including active listening, empathy, and professionalism.
• Ability to identify customer needs, resolve concerns, overcome objections, and recommend appropriate products and services.
• Strong problem-solving and critical-thinking skills, with the ability to own inquiries and drive resolutions.
• Ability to work efficiently in a fast-paced, high-volume contact center while maintaining accuracy and a positive customer experience.
• Ability to navigate multiple computer systems and applications simultaneously and accurately document customer interactions.
• Commitment to performance expectations related to customer satisfaction, first-contact resolution, quality, productivity, and sales goals.
• Ability to adapt to changing business needs, processes, technology, and customer expectations.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs.
• Dependable, punctual, and able to maintain reliable attendance and follow assigned work schedules.
• For remote work, a private, dedicated workspace suitable for professional and secure customer interactions.
• Reliable broadband internet with minimum speeds of 25 Mbps download and 5 Mbps upload, and ability to connect via Ethernet.
• Ability to maintain a distraction-free workspace during shifts, including arranging appropriate child or dependent care when necessary.

Nice To Haves

• 1–2 years of customer service experience, ideally in a contact center, customer support, or service-oriented environment.
• Experience handling inbound customer inquiries, resolving concerns, and delivering positive customer experiences.
• Experience identifying customer needs, recommending additional products or services, and overcoming objections.
• Proficiency using computers and navigating multiple applications simultaneously while assisting customers.
• Working knowledge of Microsoft Office applications, including Word and Excel, and/or Google suite tools; familiarity with Windows operating systems.
• Experience using CRM systems or contact center technology.
• Typing speed of at least 25 words per minute with strong attention to accuracy and documentation.
• Ability to quickly learn and adapt to new systems, technologies, and processes.

Responsibilities

• Handle inbound inquiries about service, scheduling, billing, account management, and general customer support.
• Listen actively, identify customer needs, and provide accurate, timely, effective resolutions.
• Take ownership of customer concerns, focusing on first-contact resolution, customer satisfaction, and retention.
• Identify and recommend relevant products and services using a consultative approach.
• Offer and schedule Whole Home Inspections for qualifying customers.
• Build positive customer relationships through professional communication, empathy, and problem-solving.
• Use CRM and other technology systems to access account information, document interactions, troubleshoot issues, and process requests.
• Collaborate with branch personnel and internal support teams to resolve service, scheduling, and account concerns.
• Follow policies, procedures, quality standards, and performance expectations while maintaining accurate documentation and efficient call handling.

Benefits

• Medical, dental, vision, disability, and life insurance; full-time colleagues may begin enrollment immediately upon hire, with benefits starting on day one.
• 401(k) retirement plan with company matching contributions.
• Tuition reimbursement for full-time colleagues.
• Training and development programs.
• Vacation days and sick days.
• Company-paid holidays and floating holidays.
• Competitive pay; some roles offer performance incentives.
• Career growth opportunities and promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED