Lead Customer Service Representative (CSR) – Pest Control Operations

Lead Customer Service Representative (CSR) – Pest Control Operations

Company: Protek Pest and Lawn
Location: Florida
Position: Full-Time
Department: Operations / Customer Service

About Protek Pest and Lawn

Protek Pest and Lawn is a growing pest control and lawn care company committed to delivering exceptional customer service, efficient operations, and consistent results.

As we continue to grow, we're looking for a highly organized, detail-oriented, and proactive Lead Customer Service Representative to help oversee our day-to-day pest control operations.

This is not your typical customer service position. We're looking for someone who takes ownership, understands the importance of accountability, and can help ensure our operations run efficiently.

Position Overview

The Lead CSR will be responsible for overseeing the administrative and customer service side of our pest control operations, with a heavy emphasis on FieldRoutes management, reporting, audits, scheduling efficiency, and operational accountability.

This individual will help ensure that nothing falls through the cracks, from customer billing and technician performance to route optimization, service completion, and customer retention.

The ideal candidate doesn't just identify problems — they investigate them, find solutions, and follow through to ensure they're resolved.

Key Responsibilities

FieldRoutes Management & Reporting

• Serve as the primary administrative expert for FieldRoutes, our pest control management software.
• Generate, review, and analyze daily, weekly, and monthly operational reports.
• Monitor key performance indicators (KPIs) and identify areas requiring improvement.
• Maintain accurate customer accounts, service schedules, billing information, and technician assignments.
• Identify discrepancies in FieldRoutes data and correct errors.
• Build and maintain standardized reporting and auditing procedures.
• Provide management with clear summaries of operational performance and outstanding issues.

Operational Audits & Quality Control

• Conduct regular audits of customer accounts to ensure billing, pricing, and service frequencies are accurate.
• Identify missed, incomplete, or overdue services and coordinate resolutions.
• Audit technician routes for completed services, missing documentation, and discrepancies.
• Review service notes, callbacks, re-services, and customer complaints to identify trends.
• Monitor canceled accounts, past-due balances, and accounts at risk of cancellation.
• Verify that customer credits, discounts, and account adjustments are properly documented and authorized.
• Ensure operational processes and company policies are consistently followed.

Scheduling & Route Efficiency

• Oversee scheduling accuracy and ensure customers are serviced according to their agreements.
• Monitor technician routes for efficiency, workload distribution, and scheduling conflicts.
• Identify route gaps, excessive drive time, and underutilized technician capacity.
• Coordinate with service managers and technicians to resolve scheduling issues.
• Help maximize technician productivity while maintaining service quality.

Customer Service Leadership

• Provide guidance, training, and accountability for other customer service representatives.
• Ensure customer inquiries, complaints, and service requests are handled promptly and professionally.
• Monitor call handling, customer follow-ups, and outstanding customer service tasks.
• Establish and maintain consistent customer service procedures.
• Assist with escalated customer concerns and retention efforts.
• Ensure CSRs properly document customer interactions and follow established workflows.

Billing, Accounts Receivable & Retention

• Audit recurring billing and identify failed payments or billing discrepancies.
• Monitor outstanding balances and coordinate collection follow-ups.
• Ensure new customers are properly entered into FieldRoutes with correct pricing, billing schedules, and service plans.
• Track cancellations and identify common reasons customers leave.
• Monitor customer retention and help implement processes to reduce preventable cancellations.
• Ensure service agreements and account information are accurate and complete.

Process Improvement & Accountability

• Identify inefficiencies in current operational processes and recommend improvements.
• Create and maintain standard operating procedures (SOPs), checklists, and audit systems.
• Track unresolved operational issues and ensure timely follow-through.
• Work closely with management to improve efficiency, profitability, and customer satisfaction.
• Help implement systems that allow the company to scale without sacrificing service quality.

Key Performance Indicators (KPIs)

Success in this position will be measured by the ability to maintain accurate records, identify operational issues, and drive measurable improvements.

Key metrics include:

• Service Completion Rate: Percentage of scheduled services completed on time.
• Re-Service Rate: Frequency of customer callbacks and repeat treatments.
• Customer Retention: Cancellation rates and preventable customer losses.
• Billing Accuracy: Reduction in billing errors and missed charges.
• Accounts Receivable: Past-due balances and failed-payment resolution.
• Route Efficiency: Technician productivity, route utilization, and scheduling accuracy.
• Audit Completion: Timely completion of required daily, weekly, and monthly audits.
• Issue Resolution: Speed and consistency in resolving identified problems.
• Customer Service Performance: Response times, follow-up completion, and customer satisfaction.

Qualifications

Required

• Experience in customer service, office management, or business operations.
• Strong organizational skills and exceptional attention to detail.
• Ability to analyze reports, identify discrepancies, and solve problems independently.
• Proficiency with spreadsheets, reporting tools, and business management software.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and follow through on tasks.
• Comfortable holding others accountable and communicating with management.

Strongly Preferred

• Previous experience using FieldRoutes or similar pest control management software.
• Experience in the pest control, lawn care, HVAC, plumbing, or home services industry.
• Experience supervising or training customer service representatives.
• Familiarity with recurring billing, route scheduling, customer retention, and operational reporting.
• Experience developing SOPs, audit procedures, or performance dashboards.

Who We're Looking For

We're looking for someone who:

• Takes ownership: Doesn't wait to be told what needs fixing.
• Loves organization: Enjoys creating systems, checklists, and processes.
• Pays attention to details: Notices mistakes and inconsistencies others might overlook.
• Thinks analytically: Can turn reports and data into actionable improvements.
• Follows through: Doesn't consider a problem resolved until it's actually fixed.
• Holds high standards: Is comfortable enforcing procedures and expectations.
• Wants to grow: Is excited to take on additional responsibility as the company expands.

Why Join Protek?

• Opportunity to play an important leadership role in a growing company.
• Work directly with management to improve operations and build scalable systems.
• Meaningful responsibility and the ability to influence company performance.
• Opportunity for career advancement as the company expands.
• A team that values integrity, accountability, reliability, and doing things the right way.

How to Apply

Please submit your resume along with a brief explanation of your experience with FieldRoutes, operational reporting, customer service management, or process improvement.

Bonus: Tell us about a time you identified an operational problem, developed a solution, and helped improve a company's performance.