Job Description
Job Description
Senior Customer Care Specialist – Remote
As a Senior Customer Care Specialist at Lookout Pest Control, you serve as the escalation point for complex customer issues and play a critical role in customer retention. You take ownership of challenging situations, using strong problem-solving skills, service knowledge, and CRM expertise to resolve concerns efficiently and preserve long-term customer relationships.
You partner closely with operations and support teams to deliver solutions that balance customer satisfaction with business outcomes. Your ability to de-escalate, identify root causes, and reinforce value ensures customers remain confident in our service.
Essential Functions
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Comply with company safety policies and regulatory requirements, including accurate recordkeeping of product use, sales, and services
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Serve as the primary escalation point for complex customer concerns, including cancellation requests, with a focus on retention and resolution
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Engage with operations and corporate support teams to resolve issues and improve customer outcomes
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Communicate with customers to provide service information, schedule or adjust services, resolve complaints, and proactively retain accounts at risk of cancellation
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Answer high-volume inbound calls while maintaining service quality and efficiency
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Identify opportunities to retain and grow customer accounts through service adjustments, education, and upselling
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Accurately document all customer interactions, concerns, and resolutions in the CRM (PestPac)
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Make outbound calls related to collections and retention follow-up efforts as directed
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Participate in required training and meetings
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Perform other duties as assigned
Requirements
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Proficient in computer systems and CRM platforms (PestPac experience preferred)
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Demonstrated experience in customer retention, de-escalation, and conflict resolution
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Experience in a high-volume call center or customer support environment preferred
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Ability to analyze customer concerns, identify root causes, and deliver solutions that drive retention and satisfaction
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Position is Remote but you have to live in one of the following states: Tennessee, Alabama, Georgia, South Carolina, North Carolina
Work Conditions
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Remote
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Continuous computer use
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High-volume inbound call environment