Customer Service Representative

Department: Customer Service
Reports To: Customer Service Manager
Position Type: Full-Time

The Customer Service Representative (CSR) serves as a primary point of contact for Arrow Termite & Pest Control customers and is responsible for providing professional, efficient, and courteous customer service. This position handles a high volume of incoming calls, schedules and dispatches service appointments, assists customers with questions and concerns, and identifies opportunities to recommend additional pest and termite control services.

The CSR works closely with customers, technicians, Account Managers, and other departments to ensure appointments are scheduled accurately, customer needs are addressed promptly, and service information is maintained accurately in company systems.

• Answer a high volume of incoming calls from new and existing customers in a professional and courteous manner.

• Schedule pest and termite control appointments based on customer needs, technician availability, service area, and established scheduling procedures.

• Dispatch technicians efficiently and communicate appointment information accurately.

• Recommend and promote termite, pest control, and recurring maintenance services when appropriate based on customer needs.

• Identify opportunities to upsell or cross-sell additional services while maintaining a customer-focused approach.

• Route calls, questions, and inquiries to the appropriate department or employee.

• Respond to customer questions, concerns, complaints, and service issues promptly and professionally.

• Research customer accounts and service history to assist with resolving customer questions and concerns.

• Maintain accurate customer information, service records, notes, appointments, and other account information in company systems.

• Enter detailed and accurate work order instructions to ensure technicians have the information necessary to properly service customers.

• Communicate appointment changes, service requests, and customer concerns to technicians, Account Managers, and other appropriate personnel.

• Monitor and respond to voicemail, email, and other customer communication channels.

• Follow established procedures for scheduling, dispatching, customer service, and service recovery.

• Assist with customer payments and other account-related needs as assigned.

• Maintain a professional and positive attitude when handling difficult or upset customers.

• Work cooperatively with Customer Service, Operations, Sales, and other departments to provide a consistent customer experience.

• Participate in training and maintain knowledge of Arrow’s services, products, procedures, and customer service expectations.

• Perform other duties, projects, and responsibilities as assigned.

• Previous office experience is required.

• Previous experience in customer service, scheduling, dispatch, call center, or a similar role preferred.

• Previous termite or pest control industry experience is a plus.

• Strong professional telephone etiquette and verbal communication skills.

• Ability to communicate clearly, professionally, and courteously with customers and coworkers.

• Comfortable handling a high volume of calls while maintaining accuracy and professionalism.

• Strong organizational skills and attention to detail.

• Ability to multitask and prioritize responsibilities in a fast-paced environment.

• Strong computer skills, including accurate data entry and the ability to learn new software systems.

• Customer-focused with the ability to identify customer needs and recommend appropriate services.

• Dependable, positive, and team-oriented.

• Ability to remain calm and professional when handling customer complaints or challenging situations.

• Must successfully complete a background check.

• Must successfully complete a pre-employment drug screening in accordance with company requirements and applicable federal standards.

• Must meet all other applicable company hiring requirements.

Success in this position requires someone who can provide excellent customer service while efficiently managing calls, appointments, dispatching, and customer needs. The ideal candidate is organized, dependable, professional, comfortable working in a fast-paced environment, and able to identify opportunities to help customers with additional Arrow services.