Customer Service Representative

About the position

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest-growing pest control companies in the country! Our mission is to create the world's happiest family, and our purpose is to spread happiness. We do this by delivering exceptional experiences to our customers, employees, partners, and communities—treating everyone like family. The Customer Service Representative (CSR) is the primary point of contact for customers, handling communications between customers, coworkers, and various departments within the company. The CSR works closely with internal teams to deliver exceptional customer service and ensure operational efficiency, both locally and in coordination with the centralized Customer Care Center.

Responsibilities

• Provide proactive customer service via phone, email, and messaging systems, addressing inquiries and ensuring customers stay on schedule with their appointments.
• Schedule new and recurring pest control services and coordinate 4-point home inspections for existing customers with Branch Sales Professionals.
• Log and manage calls from customers, technicians, and management in the internal system, ensuring accurate documentation and timely follow-up.
• Assist with daily technician schedules, monitor service completion, perform system clean-ups, and escalate issues to management as needed, while completing monthly training in Pest Webs.

Requirements

• High School Diploma or GED, preferred.
• 6+ months of customer service experience and/or conflict resolution, including phone, email, and SMS communication.
• Strong communication skills to interact with clients and provide customer service.

Benefits

• Competitive pay with an hourly base pay range of ($15.00 - $16.00)/hour depending on experience.
• Paid sick and vacation time along with 10 company-paid holidays.
• Comprehensive medical, dental, and vision insurance options, including a Health Savings Account (HSA).
• Short-term and long-term disability coverage, plus voluntary life insurance.
• 401(k) with a competitive match: 100% of the first 3% contributed and 50% of the next 2%.
• Access to the Employee Assistance Program (EAP).
• Discounted pest control services for employees and their friends/family.