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