Description

Purpose

Provide reliable, accurate, and customer-focused administrative support that enables branch operations to run efficiently, supports revenue collection, and ensures a positive customer and employee experience at the branch level.

Key Contributions

• Serve as the primary administrative and customer service support for the branch, responding to inbound calls, visitors, and service inquiries.
• Manage customer account setup, service agreements, scheduling, and CRM data entry with accuracy and timeliness.
• Process payments, apply credits and adjustments, and support collections efforts for past-due accounts.
• Maintain accurate documentation, records, and system updates across branch administrative workflows.
• Coordinate communication between customers, technicians, sales staff, and branch leadership to resolve issues efficiently.
• Support branch operations through general office administration, reporting, routing/scheduling, supply management, and cross-functional assistance.
• Adhere to company policies, data integrity standards, and customer service expectations.

Success Metrics

• Respond to =95% of customer calls, inquiries, and administrative requests within the same day or 24-hour.
• Maintain =98% accuracy across customer accounts, service agreements, CRM entries, and billing transactions.
• Post and reconcile 100% of daily payments and adjustments with zero unresolved discrepancies.
• Reduce outstanding 30/60-day past-due balances by meeting monthly collection targets set by branch leadership.

Growth Impact

• Improves branch efficiency by ensuring administrative workflows are completed accurately and on time.
• Protects revenue through timely billing, payment processing, and collections follow-up.
• Enhances customer retention by delivering consistent, professional, and responsive service experiences.
• Enables branch scalability by supporting standardized processes and reliable operational support.

Capabilities & Strengths

• Communication & Customer Focus: Clear, professional interaction with customers, technicians, and leadership.
• Attention to Detail: High accuracy in documentation, billing, and system data entry.
• Problem Solving & Organization: Ability to manage competing priorities, resolve issues, and maintain workflow discipline.

Requirements

Required Qualifications

• High school diploma or equivalent.
• 1+ years of administrative or customer service experience.
• Proficiency in Microsoft Word, Excel, Outlook, and CRM systems.

Preferred Qualifications

• Experience using PestPac or similar field-service CRM systems.
• Prior experience in a branch-based, service, or call-center-supported environment.
• Experience supporting billing, payments, or collections activities.