Customer Service Representative - Richmond

About The Role

As a Customer Relations Specialist, you will be the first point of contact for our customers at our Nashville branch, playing a vital role in ensuring their satisfaction and contributing to the branch's success. You will be a customer advocate, addressing concerns, educating customers on our services, and ensuring they have a positive experience with Urbanex. This role requires a self‑starter who can work autonomously, manage their time effectively, and prioritize a broad set of responsibilities.

You will need to be reliable, honest, hardworking, and maintain a high level of professionalism in all interactions. Excellent communication skills, both written and verbal, are essential. This is an in‑office position.

• Answer incoming calls with enthusiasm and professionalism.
• Schedule and reschedule service appointments, ensuring efficient routing and technician availability.
• Process customer payments accurately and securely, maintaining detailed records in our CRM system.
• Respond promptly and professionally to customer inquiries via phone, email, and SMS.
• Proactively follow up with customers to ensure their satisfaction and address any concerns.
• Educate customers about Urbanex's services, the importance of ongoing pest control maintenance, and any available promotions.
• Collaborate with branch managers and technicians to coordinate service routes and resolve customer issues efficiently.
• Handle customer retention tasks, including addressing concerns that might lead to cancellations and proactively rescheduling appointments.
• Provide feedback to branch managers on customer trends and issues to improve service delivery and identify areas for growth.
• Assist branch managers with various tasks and projects as needed, demonstrating flexibility and a willingness to support the team.
• Maintain accurate and up‑to‑date customer records in our CRM system.

• Strong customer service skills with a passion for helping others and resolving issues effectively.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
• Exceptional organizational skills and the ability to manage multiple tasks simultaneously, demonstrating strong time management and prioritization skills.
• Solid problem‑solving abilities and a knack for finding creative solutions to customer challenges.
• A team‑player mentality with a willingness to collaborate and support colleagues in a fast‑paced environment.
• Self‑starter with the ability to work autonomously and take initiative.
• Adaptability and willingness to learn new systems and processes.
• A positive attitude, strong work ethic, and a desire to contribute to a growing company.
• Proficiency in basic computer skills, including data entry and Microsoft Office Suite.
• Experience with Field Routes CRM and Voice for Pest phone systems is a plus, but not required (we'll train you!).
• Must be reliable, honest, and maintain a high degree of professionalism at all times.
• Must pass a background check and credit check due to the handling of customer payments.

• Competitive pay ranging from $16 to $22 per hour, based on experience.
• Company‑subsidized health, dental, and vision insurance with a generous employer contribution toward premiums, 3 weeks of PTO, 10 company‑paid holidays, and birthday off.
• Opportunity to work in a fast‑growing company with a strong focus on employee development.
• A supportive, team‑oriented work environment where your contributions are valued.
• The chance to make a real difference in the lives of our customers by helping them create a pest‑free environment.

Working at Urbanex means being part of a team that's passionate about protecting our customers' homes and businesses from pests. It gives you the opportunity to grow your skills and advance your career in a supportive and dynamic environment. It means making a difference in your community, one satisfied customer at a time.