Senior Commercial Client Service Representative

Plunkett's Pest Control•Columbus, OH

8d•$24 - $29•Onsite

About The Position

The Senior Commercial Client Service Representative (CSR III) plays a critical role in selling and scheduling pest control services while supporting complex commercial and multi-family housing accounts. This role focuses on inbound sales, service coordination, billing accuracy, and multi-location account support, with frequent communication across clients and internal teams. In addition to core Client Service responsibilities, this role serves as an active member of the CSR trainer team and provides hands-on, on-site support for the Columbus office by helping coordinate day-to-day needs for the on-site CSR team, identifying workflow or coverage gaps, and acting as a local point of contact when leadership is not on site. This is a senior individual contributor position and does not include people-management responsibilities.

Requirements

Minimum of 3 years of call center or customer support experience with demonstrated success handling complex customer scenarios, competing priorities, or expanded responsibilities beyond core call handling
Demonstrated ability to work independently, notice potential issues or risks, and raise questions or observations through the appropriate channels when needed
High school diploma or equivalent
Experience handling inbound sales calls and converting inquiries into service agreements
Professional verbal and written communication skills, including the ability to explain service options, pricing, and next steps clearly
Strong active listening and problem-solving ability when working with customers and internal partners
Experience using CRM and billing systems to document customer interactions accurately
Proficiency in Microsoft Office tools, including Excel, Outlook, and Teams
Strong attention to detail and time management skills in a structured, fast-paced environment

Nice To Haves

Experience supporting commercial or multi-location accounts, or coordinating billing and invoicing, strongly preferred

Responsibilities

Conduct inbound phone and email sales to promote services and secure new business
Consult with prospective customers on service options, pricing, and payment expectations
Schedule services, set up accounts and work orders, and ensure accurate documentation
Perform collection activities, including outreach to customers regarding outstanding balances, payment expectations, and available options, and document collection efforts as required
Meet established performance expectations related to sales effectiveness, scheduling accuracy, and service quality
Support commercial and multi-location accounts, ensuring accurate billing, service coordination, and issue resolution
Address billing inquiries and service concerns and escalate as appropriate
Provide overflow support to our Residential and Wildlife CSR teams as needed
Maintain accurate records in CRM and billing systems
Serve as an active member of the CSR trainer team
Assist with onboarding and nesting of new Client Service employees
Deliver assigned training topics and reinforce documented processes and best practices
Surface onboarding challenges or recurring questions to leadership and training partners
Assist peers by answering workflow or process questions prior to escalation
Observe and surface trends related to process confusion or misalignment with expectations
Support basic office coordination tasks as needed
Escalate concerns to leadership rather than independently resolving policy or performance matters