Job Description

The client is a multi-state pest solutions company providing residential and commercial pest control services. They generate customer leads through website forms and SMS messaging. The customer service team supports customers by handling inbound and outbound calls, managing service schedules, assisting with billing inquiries, and coordinating with field technicians. Qualified leads are escalated to the sales team for closing.

Schedule

• Workdays: 5 days per week
• Days Off: One scheduled day off between Monday and Saturday
• Client Time Zone: Mountain Time (Orem, Utah, USA)

Shift Options:

• 8-hour shift with no lunch break
• 8.5-hour shift with a 30-minute unpaid lunch

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

 

Responsibilities

• Answer inbound calls and make outbound calls (approximately 80% phone-based).
• Handle an average of 10–12 calls per hour.
• Schedule and reschedule pest control service appointments.
• Assist customers with billing information and first-level billing inquiries.
• Coordinate with field technicians regarding customer requests and scheduling changes.
• Respond to customer SMS messages related to appointments and service updates.
• Leave voicemails for outbound calls when required.
• Accurately document all customer interactions in the CRM and related systems.
• Manage customer interactions primarily via phone and SMS.

 

Requirements

• Minimum of 3 years of customer service experience (call center experience preferred).
• Excellent verbal communication skills with a clear, neutral accent.
• Ability to work scheduled hours aligned with Mountain Time (MT).
• Proficiency with CRM and dialer software.
• Strong multitasking, organizational, and time-management skills.
• Reliable computer equipment and a stable high-speed internet connection.

 

Performance Metrics (Must Be Met)

• After-Call Work (ACW): Maintain an average of 1 minute and 30 seconds or less.
• Typing Speed: Minimum of 40 words per minute (WPM).
• Call Quality:
  • Maintain a weekly average call quality score of 90% or higher.
  • Any individual call scored at 75% or below may result in a final written warning, in accordance with company policy.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.