Customer Service Representative (BBS833)

We're looking for a Customer Service Representative to handle inbound customer calls, book appointments, manage basic administrative tasks, and support field team dispatching and billing for a growing pest control company serving homeowners and property managers across Massachusetts.
This is a multi-function operations role. You will be the first point of contact for customers calling in, the person keeping the schedule organized, and the operational support that keeps the field team running without gaps. Experience in pest control or any home service industry is a strong plus since understanding the nature of service calls and technician scheduling in this space will help you ramp up faster. If you are organized, responsive, comfortable in customer-facing communication, and can juggle multiple tasks without dropping the ball, this role is a strong fit.
Why You'll Want to Join
You will be paid in USD (bi-monthly: every 15th and 30th)
Paid Time Off in accordance with company policy
Observance of Holidays per company guidelines
100% remote setup so you can work wherever you're most productive
This role requires availability during US Eastern Time business hours
Work directly with the owner of a growing local service business with a strong reputation and loyal customer base
Stable, long-term role with clear responsibilities and room to grow as the business expands
What You'll Work On
Customer Service and Appointment Booking
Answer inbound calls from homeowners, landlords, and property managers with professionalism and warmth
Qualify customer needs, explain service options, and book appointments accurately in GorillaDsk
Follow up on open inquiries and ensure every customer call is handled promptly and completely
Maintain a positive and helpful tone across all customer interactions including difficult or frustrated callers
General Administrative Support
Manage data entry, record keeping, and basic administrative tasks across company systems
Keep customer records, appointment details, and service notes accurate and up to date
Support the owner with administrative requests and operational coordination as needed
Field Team Dispatching Support
Coordinate scheduling and dispatching for field technicians as needed
Communicate job details, addresses, and timing to technicians clearly and on time
Track field team status and flag any scheduling conflicts or gaps proactively
Invoicing and Billing Tracking
Assist with invoicing and billing follow-up for completed service appointments
Track outstanding invoices and support collections outreach for overdue accounts
Maintain accurate billing records across customer accounts
What You Bring
Prior experience in customer service, call handling, appointment booking, or administrative support
Clear, professional, and warm spoken and written English communication skills
Comfortable managing inbound calls and booking appointments in a service-based business environment
Organized and detail-oriented with the ability to manage multiple tasks simultaneously without losing accuracy
Comfortable learning and working in new software platforms quickly
Familiarity with GorillaDsk or Go High Level is a strong plus but not required
Self-directed and reliable in a fully remote environment
Available to work during US Eastern Time business hours
Nice to Have
Experience in pest control, home services, HVAC, plumbing, cleaning, or any similar field service industry — pest control experience is especially valued
Familiarity with GorillaDsk or Go High Level
Background in dispatching, scheduling, or service coordination
Experience with basic invoicing or billing tracking in a small business context
How to Apply
Please include:
Your updated resume
A short Loom video (1 to 2 minutes) introducing yourself, describing your customer service or administrative experience, and explaining how you handle a situation where multiple customers are calling in at the same time while you also have scheduling tasks to manage
Only candidates who submit a Loom video will be moved to the next step of the hiring process.
If you are organized, customer-focused, and want to be the operational backbone of a growing local service business, this role gives you the variety and the direct impact to do your best work.
Application Process Overview
Our comprehensive selection process ensures we find the right fit for both you and our clients:
1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Background & Reference Check - Professional reference verification
8. Job Offer - Successful candidates receive a formal offer to join the team
Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations.
We'll keep you informed throughout the process and provide feedback at each step.

Work arrangement
No