Customer Service Representative; BBS

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.

• 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

• Answer inbound calls from homeowners, landlords, and property managers with professionalism and warmth
• Qualify customer needs, explain service options, and book appointments accurately in Gorilla Dsk
• 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

• 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

• 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

• 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

• 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 Gorilla Dsk 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

• Experience in pest control, home services, HVAC, plumbing, cleaning, or any similar field service industry - pest control experience is especially valued
• Familiarity with Gorilla Dsk or Go High Level
• Background in dispatching, scheduling, or service coordination
• Experience with basic invoicing or billing tracking in a small business context

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.