Pest control customer service representative job description
A pest control customer service representative answers homeowners who call about ants, termites, mice, bees and bats, asks what they're seeing, and books the right visit. They sell and schedule recurring service plans, set up re-services when pests come back, send prep sheets, and sort out billing questions.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, pest control companies · BLS, May 2025
Annual pay: 10th percentile $33,720, middle half $36,600 to $45,400, 90th percentile $50,450. Source: BLS Occupational Employment and Wage Statistics, May 2025.
Reports to
Office Manager or Operations Manager
Department
Operations
Schedule
Monday to Friday, longer in spring · Calls pile up when ants, termites and wasps show up in warm weather. Some branches share Saturday or after-hours phones.
Also called
Pest control CSR · Customer care representative · Customer service specialist · Service coordinator
Pest control customer service representative job description template
This is our Role Blueprint, word for word. Replace the highlighted fields and adjust the example targets and pay to fit your company.
Serve as the frontline representative for pest control services, acting as the primary point of contact for customers while facilitating scheduling and providing product/service information. Enhance the customer experience by efficiently addressing inquiries and ensuring timely and accurate coordination of service visits. Contribute to the company’s operational effectiveness by aligning customer needs with pest control service schedules.
2. Essential Duties and Responsibilities
Field inbound client calls and respond promptly to service inquiries.
Schedule and coordinate service visits with technicians based on customer availability.
Address and escalate service issues in coordination with the operations team.
Document customer interactions accurately in the CRM system.
3. Key Tasks / Daily Activities
Answer and manage customer phone calls and emails regarding pest control services.
Confirm and update service schedules for field technicians.
Provide detailed information on service plans and pest control solutions.
Follow up with customers post-service to confirm satisfaction and address potential follow-up queries.
4. Key Performance Indicators (KPIs)
First Call Resolution Rate: ≥90%.
Callback Percentage: <5%.
Customer Satisfaction Rating: >4.8 stars.
Appointment Conversion Rate: ≥85%.
5. Required Qualifications and Skills
High school diploma or equivalent; additional training preferred.
1-2 years of customer service experience in a fast-paced environment.
Proficient in basic computer applications and CRM systems.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
6. Preferred Experience
Experience in the pest control or home services industry.
Previous exposure to scheduling software or call center systems.
Background in handling technical inquiries related to home services.
Familiarity with industry-standard customer service practices.
7. Physical Requirements
Ability to sit for extended periods while managing computer-based tasks.
Occasional lifting of materials up to 10 lbs may be required.
Primarily indoor working environment in an office setting.
Minimal exposure to varying environmental conditions.
8. Work Environment and Schedule
Standard full-time work schedule: Monday-Friday 8:00 AM to 5:00 PM.
Occasional extended hours during peak pest control seasons.
Minimal travel required between office and field locations.
On-call duties may be required during emergencies.
9. Compensation and Benefits
Hourly rate range: $15-$20 per hour, commensurate with experience.
Performance-based bonuses available.
Health, Dental, and Vision insurance plans provided.
401(k) plan with company matching contributions.
Additional fringe benefits may include paid time off and employee discounts.
10. Company Culture and Overview
Our company is dedicated to excellence in pest control, fostering a collaborative, supportive, and innovative work environment.
We value continuous learning and personal growth while offering opportunities for professional development.
Our team is committed to delivering outstanding service to ensure customer satisfaction.
Join a culture where your contributions are recognized and your career advancement is a priority.
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].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
A pest control caller often can't name the bug, may have a bat loose in the bedroom, or may rent the home that needs treating. Each of those changes what the CSR asks and what gets booked.
Winged bugs could be termites or ants
EPA says most people don't know they have termites until they see a swarm or find damage, and that ant swarms are sometimes mistaken for termites. Ants have front wings longer than the back ones and bent antennae. Termite wings are about equal, and their antennae are straight. The CSR asks for a photo and, when it looks like termites, books a termite inspection instead of a routine visit. The inspector, not the CSR, tells the homeowner what it is. Source: U.S. EPA: Termites, how to identify and control them.
Ask whether it's honey bees
Bees in a wall or a tree may call for a beekeeper, not a pest control visit. In Florida, a registered beekeeper may remove a honey bee colony alive without a pest control license, but killing a colony counts as pest control and takes a licensed company. UF/IFAS notes that colonies near people or pets can pose a stinging threat. The CSR asks what the insects look like and where the nest is, then follows your bee policy. Source: UF/IFAS Extension: Best management practices for live bee removals in Florida.
A bat in the house is a health call first
A caller with a bat in the house wants it gone today. CDC says to contact animal control or the health department so the bat can be caught and tested for rabies, and not to let it go until a public health expert has weighed in. Bat bites can be tiny, so someone may not know they were bitten. Put that in the script. Book the exclusion inspection once the health question is handled. Source: CDC: Preventing rabies from bats.
Prep sheets decide whether the visit works
A bed bug visit can fail before the tech arrives. EPA calls preparing the home an essential first step, whether a professional treats or not. Its list includes cutting clutter, keeping clothes off the floor, and not moving things out of infested rooms. Roach and flea jobs often have prep lists too. The CSR sends yours when booking and calls the day before to confirm it's done. Source: U.S. EPA: Preparing for treatment against bed bugs.
Renters bring a second decision maker
When a renter calls about bed bugs, EPA's advice is to tell the landlord and have nearby units checked. EPA adds that landlords may have a duty to help with treatment, and points renters to local housing codes. So the CSR asks early if the caller rents and who is paying. When the landlord pays, get the owner's or manager's okay before booking, and offer to inspect the units next door. Source: U.S. EPA: Do-it-yourself bed bug control.
How much 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, with overtime when warm-weather calls stack up. The performance bonus in the template could pay for each recurring plan booked on the phone.
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
Stays patient with a caller who just found a mouse in the pantry or a bat in the bedroom
Keeps asking questions until the pest and the problem are clear
Writes notes a route tech can act on: where, what, pets and gate codes
Reads health and product answers from the approved script, never from memory
Comfortable asking a caller to start a plan today
Teach these on the job
Common pests by sight: ant or termite swarmers, mice or rats, wasps or bees
What each service plan covers and what costs extra
Prep sheets for bed bugs, roaches and fleas
Branch territories and which techs handle termites or wildlife
Your re-service and callback rules
Many pest control offices run booking, routes and billing in PestPac, FieldRoutes or GorillaDesk, with call tracking that tags which ad or mailer each call came from. Someone who knows one of these programs picks up the others quickly.
Pest control customer service representative interview questions
They have their own page: 6 questions that test this job, what strong and weak answers sound like, and a work exercise to run with your finalists.
Swap the template's figures for your own after one season of call data. Each spring, reset them branch by branch.
First Call Resolution Rate
Calls finished in one go, with the visit booked, the question answered or the bill fixed, out of all calls. Spot-check it by looking for a second call from that customer within a week.
Callback Percentage
Customers who phone back within your set window about an issue that wasn't fixed, as a share of all customers. Sort each by cause: pests came back, a missed arrival, or wrong information from the CSR, and coach on the last.
Customer Satisfaction Rating
Survey scores tied back to whoever booked each visit. Comments about an unprepared home or a wrong arrival window usually trace back to the booking call.
Appointment Conversion Rate
New-customer calls that ended with a booked first service or inspection, divided by all new-customer calls. Tag calls in your phone system so price shoppers and existing customers are counted apart.
Career path
Call center or front desk jobLearns phones, scheduling and calming upset callers somewhere else.
Customer service representativeHandles new-customer calls, re-service requests and plan questions across the branches.
DispatcherBuilds the technicians' routes and moves stops when the day changes.
Office managerOversees billing, plan renewals, collections and the front-desk team.
What does a pest control customer service representative do?
They take calls and emails, sort out which visit the caller needs, and book it: a first service, a termite or wildlife inspection, or a re-service. They explain what each plan covers, confirm tomorrow's route stops, call customers back after service, and note each contact in the CRM. At many residential companies they also sell the recurring plan on the first call.
How much does a 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.
What should a pest control phone script cover?
Start with what the caller is seeing, where, and for how long, and ask for a photo. Then the home: its size, crawl space or slab, pets, kids, gate codes and who'll be home. Offer the plan that fits, give the first-visit and recurring prices, and book it. Finish by reading back the prep steps and the arrival window.
How should a CSR handle a call to cancel a pest control plan?
Ask why before processing it. If pests came back between visits, offer a re-service if your plan includes one, and tell the branch. If the caller is selling the house, explain whether your termite warranty transfers to the buyer. For price or a move, follow your written rules on offers. Log each reason with the same few codes, so the operations manager can see which branches lose the most accounts.
How should a new pest control CSR learn the pests?
Send them out for a day or two with a route technician and an inspector. Seeing mud tubes, rodent droppings and a wasp nest in person turns the call script into something real. Back in the office, keep a photo library of your area's common pests next to the script, and review any call the CSR routed to the wrong kind of visit.
What should a CSR say if a customer feels sick after a treatment?
Use a set script and don't guess. The National Pesticide Information Center says to call 911 in a pesticide emergency, and to call Poison Control at 1-800-222-1222 when someone needs medical attention right now. For general questions about a product and health effects, EPA points people to NPIC at 1-800-858-7378. Then get the service date, the product used and the tech's name to the operations manager the same day.
Customer Service Representative in other industries
