Senior Customer Care Specialist

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

• Comply with company safety policies and regulatory requirements, including accurate recordkeeping of product use, sales, and services

  Serve as the primary escalation point for complex customer concerns, including cancellation requests, with a focus on retention and resolution

  Engage with operations and corporate support teams to resolve issues and improve customer outcomes

  Communicate with customers to provide service information, schedule or adjust services, resolve complaints, and proactively retain accounts at risk of cancellation

  Answer high-volume inbound calls while maintaining service quality and efficiency

  Identify opportunities to retain and grow customer accounts through service adjustments, education, and upselling

  Accurately document all customer interactions, concerns, and resolutions in the CRM (PestPac)

  Make outbound calls related to collections and retention follow-up efforts as directed

  Participate in required training and meetings

  Perform other duties as assigned

Requirements

• Proficient in computer systems and CRM platforms (PestPac experience preferred)

  Demonstrated experience in customer retention, de-escalation, and conflict resolution

  Experience in a high-volume call center or customer support environment preferred

  Ability to analyze customer concerns, identify root causes, and deliver solutions that drive retention and satisfaction

  Position is Remote but you have to live in one of the following states: Tennessee, Alabama, Georgia, South Carolina, North Carolina

Work Conditions

• Remote

  Continuous computer use

  High-volume inbound call environment