Senior Commercial Client Service Representative

Description

Pay: $24.00 – $29.00 per hour plus bonuses

Schedule:

Monday–Friday, 8:30 a.m.–5:30 p.m.; rotating Saturdays as part of the Client Service team

Work Model:
Primarily on-site; eligible for one WFH day per week after onboarding period

Plunkett’s Pest Control is a family-owned company with more than 110 years of service across the Midwest. With offices in Fridley, MN and Columbus, OH, we provide trusted pest and wildlife management solutions while offering stable, long-term career opportunities in a supportive team environment.

Leave No Doubt You Care – Put people first and solve problems with empathy.

Own It – Be accountable, follow through, and take pride in your work.

Grow to Control Our Destiny – Seek opportunities to grow your route and re-sell our value every time.

Shape our Legacy – Improve what you touch and help carry forward our 100+ years of service excellence.

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.

Client Service & Sales (Primary Focus)

• 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 elevate as appropriate
• Provide overflow support to our Residential and Wildlife CSR teams as needed
• Maintain accurate records in CRM and billing systems

Following completion of initial training and a successful ramp-up period, this role will:

• 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

Customer Service & Sales Skills

• 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

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