Commercial pest control customer service representative job description
A commercial pest control customer service representative picks up when restaurant managers, plant sanitation leads and facility teams call or email. They book visits, log pest sightings for the route tech, send the papers clients ask for and pass urgent calls to a manager.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, pest control companies · BLS, May 2025
Pest Control - Commercial - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Serve as the first point of contact for commercial pest control clients by addressing inquiries, scheduling appointments, and delivering outstanding customer service. Support overall operations by efficiently managing client communications, ensuring client satisfaction, and facilitating operational excellence.
2. Essential Duties and Responsibilities
Answer incoming client calls and respond to service inquiries in a courteous and professional manner.
Schedule service appointments and coordinate with field technicians to ensure efficient operations.
Maintain accurate client records and update appointment details in the scheduling system.
Resolve client concerns by addressing issues promptly and escalating complex matters to the supervisor.
3. Key Tasks / Daily Activities
Handle an average of 50+ incoming client calls daily and ensure timely follow-up.
Schedule appointments and confirm service visits with clients and field technicians.
Provide detailed information on commercial pest control services and promote additional services when applicable.
Process client feedback and provide updates to management for continual improvement.
4. Key Performance Indicators (KPIs)
Average Call Response Time: <30 seconds.
Appointment Scheduling Accuracy: 98% or above.
Customer Satisfaction Rating: >4.8 stars.
Callback Rate: <5%.
5. Required Qualifications and Skills
High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred.
Minimum 2 years of customer service experience in a similar role.
Excellent verbal and written communication skills.
Proficiency in using call center software and scheduling systems.
6. Preferred Experience
Experience in the home services industry, preferably in commercial pest control.
Background in managing customer inquiries in a fast-paced environment.
Familiarity with customer relationship management (CRM) systems.
Previous experience in operations support or administrative assistance in a service-based company.
7. Physical Requirements
Ability to sit or stand for extended periods while handling calls.
Manual dexterity to operate phone systems and computer equipment.
Occasional lifting of up to 20 lbs for document handling and office supplies.
Capability to work in an office environment with moderate noise levels.
8. Work Environment and Schedule
Typical work hours: Monday to Friday, 8 AM – 5 PM.
Fast-paced call center environment with a focus on customer service efficiency.
9. Compensation and Benefits
Hourly rate: $15 - $20 per hour depending on experience.
Performance-based bonuses awarded quarterly.
Health, Dental, and Vision insurance packages.
401k retirement plan with company matching contributions.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we are dedicated to fostering a growth-oriented and inclusive workplace where each team member is empowered to succeed and contribute to our mission of exceptional commercial pest control services.
We value innovation, teamwork, and customer satisfaction, encouraging professional development and rewarding hard work through competitive benefits and career advancement opportunities.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
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What a CSR handles differently in commercial pest control
The people calling are responsible for a building, an inspection or an audit. That changes what they ask for and how fast they need it.
Clients can ask for your safety data sheets
OSHA's hazard communication rule excuses registered pesticides from its labeling section, because EPA label rules already cover them. The rest of the rule still applies. A company that uses hazardous chemicals where another employer's workers may be exposed must plan how it will give that employer on-site access to safety data sheets. Keep a current SDS and label for every product on each account. Then the CSR can send them the day a manager asks. Source: OSHA: 29 CFR 1910.1200, Hazard Communication.
Connecticut schools book after hours
Connecticut bars pesticide use in a public school building or on its grounds during regular school hours or planned activities, apart from emergencies that threaten human health. Only a supervisory applicator, or an operational one under direct supervision, may treat a school. The law's definition of pesticide leaves out baits, so bait station checks can run during the day. Book other treatments after hours, and ask about evening games and events before you confirm. Source: Connecticut General Statutes, chapter 170, sections 10-231a to 10-231d.
Nobody gets a product off the label
Managers sometimes ask for a stronger spray, a product they bought, or a spray over food prep areas. Connecticut's pesticide program reminds companies that any use inconsistent with the label is against the law. The CSR shouldn't promise any product or method. Log the request and let the certified supervisor decide what the label allows. Source: Connecticut DEEP: Pesticide Management's top 10 compliance issues (August 2025).
A sighting call becomes part of the record
When a plant or kitchen reports a mouse or a fly problem, ask who saw it, where, when, what it looked like and whether there's a photo. Put those details on the account where the tech will see them, and tell the caller when someone will arrive. A thin note sends the tech in blind and leaves a gap in the client's pest file.
The caller may not be the buyer
A store manager, a shift lead and a regional facility manager may all call about the same site. Only some of them can approve extra work or change the visit schedule. Keep the approved contacts on each account. Send requests that change price or scope to the person the contract names, with a note to the sales rep.
How much commercial pest control customer service representatives make
Customer service representatives who work for pest control companies earned a median of $18.85 an hour ($39,220 a year) in May 2025, according to the Bureau of Labor Statistics. That’s below the $44,770 median for customer service representatives in all industries. About 4,890 of the 2,595,750 customer service representatives in that survey work for pest control companies.
Hourly, plus the quarterly bonus the template lists. Its starting rate falls under the lowest BLS figures for CSRs at pest control companies, so plan to offer more for someone with commercial experience.
Pest control companies
$39,220$39,220 median Middle half $36,600–$45,400 10th–90th $33,720–$50,450
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$20k$30k$40k$50k$60k$70k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Pest control companies
$33,720
$36,600
$39,220
$45,400
$50,450
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports residential and commercial pest control companies together. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
A steady phone voice with managers facing an inspection
Complete notes typed while the call is still going
Careful booking around each site's access hours
Short, plain email replies to plant and facility staff
Knowing when a call belongs with a manager
Teach these on the job
Common commercial pests and what each call should capture
Your service lines, such as rodent, fly and bird work
Where label and SDS files live and how to send them
Your field service, CRM and phone software
Each key account's contacts and approval rules
Day to day, the CSR lives in your pest control CRM, for example PestPac or ServSuite, a queue-based phone setup, and a shared folder of product labels and safety data sheets. Put the names in the posting; applicants who know that software can start faster.
Commercial pest control customer service representative interview questions
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Urgent sightings
A restaurant manager calls during lunch: a guest just saw a cockroach in the dining room. What do you do?
A strong answer: Stays calm, gets the details, books the soonest service window that won't disrupt service, suggests saving the insect if possible, and alerts the technician and supervisor.
Behavioral · Honoring client site rules
Tell me about a time you worked with a business customer that had strict rules for when and how vendors could visit.
A strong answer: Learned the rules, put them in the account notes, confirmed them with the technician before each visit, and checked afterward that they were followed.
Commercial pest control customer service representative KPIs
Use the template's targets as placeholders only. Your own month of call logs and survey replies should set them, and look again before the summer fly and spring rodent rush.
Average Call Response Time
Pull time to answer from the phone system for every inbound call and split it by hour. Watch the busiest hours, when sighting and inspection calls stack up.
Appointment Scheduling Accuracy
Audit a sample of booked visits each week for the right site, service, date, access window and contact. Count any visit that had to be rebooked because of a booking error.
Customer Satisfaction Rating
Send a short survey after calls and extra visits; the written comments matter as much as the score. Track results by account so one unhappy chain doesn't hide inside the average.
Callback Rate
From the call log, count clients who call again about the same issue within a set window. Tag the cause, such as no update, a wrong booking or pests still active.
Career path
Receptionist or call center agentLearns call handling and booking at a service business.
Customer service representativeBooks visits, logs sightings and answers commercial accounts.
Commercial pest control customer service representative FAQ
Can a commercial pest control CSR quote prices?
Only from a set list. Routine add-ons, such as an extra visit at a site already under contract, can carry a posted price the CSR reads from. New sites, bird work, exclusion and anything that needs an inspection go to a sales rep or manager. A flat price given over the phone for a warehouse nobody has walked usually ends in a loss or a credit.
How much does a commercial pest control customer service representative make?
Customer service representatives who work for pest control companies earned a median of $18.85 an hour ($39,220 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $36,600 and $45,400 a year. Pay also depends on your local market, experience and overtime.
Who answers commercial clients after the CSR's hours?
The template sets weekday office hours, but many kitchens and plants run nights and weekends. Decide who covers those calls, whether an answering service, an on-call manager or a voicemail with a callback promise, and tell each client in writing. The CSR then picks up the overnight messages first thing and logs each one.
What does promoting additional services mean for a commercial CSR?
It means pointing out a service that fits what the caller describes, such as fly lights for a dock door problem or bird work for a loading area, then passing the lead to sales. It doesn't mean pitching add-ons to a client who called about a problem the contract already covers. Fix that problem first.
Which tasks sit behind the CSR template's physical lines?
Expect long stretches seated with a headset, plus standing at the workstation if you offer it. Dexterity covers typing, headset controls and moving between screens. Lifting means carrying cartons of brochures, printer paper and label binders. The noise line describes a shared office where several people take calls at once.
Customer Service Representative in other industries
