Office Administrator

Tailor Made Pest and Wildlife•Louisville, KY

37d•Onsite

About The Position

Tailor Made Pest & Wildlife is seeking a dependable, organized, and sales-minded Office Administrator to manage customer communication, phone sales, lead follow-up, scheduling, dispatching, payments, accurate data entry, and daily operational support. This person will be one of the primary points of contact for our customers and field technicians and must be comfortable working in a busy environment where schedules and priorities can change throughout the day. Tailor Made operates 24 hours a day, seven days a week. This is a full-time position with an assigned schedule that may fluctuate depending on business and coverage needs. Shifts may include days, evenings, weekends, and holidays. Employees are not expected to work around the clock, but schedule flexibility and dependable attendance are essential.

Requirements

Excellent phone, listening, and written communication skills.
Ability to remain calm and professional with frustrated customers.
Ability to manage several competing priorities.
Ability to maintain accurate records and follow through on commitments.
Comfortable selling over the phone.
Comfortable following up consistently and professionally with leads.
Comfortable discussing pricing and payments, and asking customers to schedule service.
Comfortable monitoring technician routes throughout the day and responding to delays, openings, and other changes as they occur.
Strong computer skills.
Accurate typing.
Attention to detail.
Ability to learn new software.

Nice To Haves

Previous experience in customer service, office administration, phone sales, scheduling, dispatching, collections, data entry, or route-based service operations.
Experience with systems such as FieldRoutes, Pest AI, Baton, email and texting platforms, and lead sources such as Thumbtack and Yelp.

Responsibilities

Answer incoming calls, texts, emails, web inquiries promptly and professionally, while also making outbound calls.
Listen to each customer’s concerns, explain our services, discuss pricing, address reasonable objections, and ask for the sale.
Convert qualified leads into scheduled services and consistently follow up with customers who have not yet made a decision.
Respond to new leads, return missed calls, contact customers with open estimates, and follow up on unsold opportunities through phone calls, texts, and other approved communication methods.
Schedule pest-control and wildlife-service appointments.
Build practical technician routes and actively monitor those routes throughout the day.
Track technician progress, review job statuses, identify delays or openings, and make scheduling adjustments as conditions change.
Communicate with technicians about job updates, help keep routes productive, contact customers when appointment times change, and work with management to fill schedule openings or resolve routing problems.
Recognize when a route is falling behind and take prompt, professional action while continuing to manage other customer and office responsibilities.
Ensure outstanding calls, leads, scheduling issues, and customer needs are completed or clearly handed off before the end of each assigned shift.
Enter and update customer contact information, service addresses, appointment details, technician notes, estimates, lead statuses, payment information, and follow-up activity in the company’s systems.
Review entries for errors, avoid duplicate or incomplete records, and correct inaccurate information when identified.
Process customer payments, help customers update payment information, and professionally follow up on past-due balances.
Maintain accurate billing, service, and account records while protecting confidential customer and payment information.
Support field technicians by answering questions, supplying accurate job information, monitoring job queues, and coordinating with office and field employees to resolve service issues.
Promptly escalate urgent customer, safety, staffing, or operational concerns to management.