Job Overview

Critter Control of Central Florida is hiring a highly responsive CSR & Digital Intake Coordinator to help manage inbound calls, digital leads, and customer intake.

The primary goals are to answer incoming calls quickly, respond immediately to digital inquiries, gather accurate service information, and convert qualified leads into scheduled inspections.

This is a remote position working closely with our Customer Service Manager and operations team. The ideal candidate is fast-moving, organized, detail-oriented, customer-focused, and comfortable using multiple online systems at once.

Key Responsibilities

• Answer inbound customer calls professionally and efficiently.
• Gather service details and determine whether the inquiry is qualified.
• Schedule inspections and update customer records accurately in CRM.
• Respond quickly to digital leads from website forms, chat, Google, social media, Angi, Nextdoor, BBB, and other platforms.
• Follow up on missed calls, incomplete leads, unworked digital inquiries, and customers who need a response.
• Monitor digital communication channels during scheduled hours so leads are not missed.
• Escalate urgent customer issues, service problems, or reputation concerns to management.
• Support email, social media, online listing, and reporting tasks during slower intake periods.
• Help improve lead handling, response time, and estimate scheduling performance.

Performance Expectations

Success in this role will be measured by:

• Helping the company reach or exceed its live-answer rate.
• Responding immediately to digital inquiries
• Increasing qualified-intake-to-estimate conversion.
• Accurate data entry and strong follow-through.
• Professional communication with customers and team members.
• Reliable remote work habits and consistent availability during scheduled hours.

Required Qualifications

• Customer service, call center, scheduling, or dispatch experience.
• Excellent phone communication and professional writing skills.
• Strong attention to detail and accurate data entry.
• Ability to multitask while staying calm and organized.
• Comfortable working remotely and independently.
• Comfortable using multiple web-based platforms, email, chat, CRM, and scheduling systems.
• Reliable high-speed internet and a quiet professional workspace.

Preferred Qualifications

• Experience preferred in call center and /or home services such as pest control, wildlife control, HVAC, roofing, plumbing, gutter protection, attic insulation or another residential service-based business.
• Experience with CRM, dispatch, scheduling, or call center software.
• Experience responding to website chat, email leads, Google messages, social media messages, or other digital inquiries.
• Basic digital marketing, online review, or social media support experience.

Schedule

Monday to Friday during business hours. Some Saturday or overflow coverage may be required. Full-time is preferred, but part-time coverage may be considered for the right candidate.

About Critter Control

Critter Control provides wildlife control, pest control, and exclusion services for homeowners and businesses. We help customers solve animal and pest problems quickly, professionally, and with strong long-term service.

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• Health insurance
• On-the-job training
• Work from home

Application Question(s):

• Describe your experience answering inbound calls and converting customer inquiries into scheduled appointments.
• Are you available Monday–Friday during Eastern Time business hours, and are you open to occasional Saturday or overflow coverage?
• A new website lead comes in while you are already on a customer call. What steps would you take to make sure neither opportunity is missed?

Experience:

• customer service: 2 years (Required)

Work Location: Remote