Victory Pest Management is a veteran-owned pest and home-services company serving Midlothian, Richmond, and surrounding Central Virginia communities. We provide pest protection, mosquito and tick services, termite protection, rodent solutions, crawlspace and moisture services, insulation, sanitation, and mold remediation.
We are seeking a friendly, organized, and motivated Customer Service & Inside Sales Representative to serve as a trusted first point of contact for our customers.
This is more than a phone-answering position. You will help customers understand their options, turn incoming inquiries into booked services, schedule inspections, coordinate with our field team, and ensure every customer receives prompt and professional follow-through.
Responsibilities
- Answer incoming calls promptly and provide friendly, professional customer service.
- Respond to web leads, emails, text messages, missed calls, and other inbound inquiries during the same business day.
- Ask thoughtful questions to understand each customer’s concerns, service needs, urgency, and scheduling preferences.
- Explain Victory’s services, plans, pricing, and next steps clearly and confidently.
- Quote and book approved pest-control and recurring services using established company pricing.
- Schedule inspections for termite, rodent, exclusion, crawlspace, moisture, mold, insulation, and other inspection-based opportunities.
- Ask for the appointment and guide each customer toward a clear next step.
- Own each lead until it is booked, scheduled for an inspection, placed into follow-up, properly closed, or escalated.
- Follow up consistently on unsold leads, open estimates, callbacks, and customers requiring additional attention.
- Maintain complete and accurate customer records in GorillaDesk, including notes, statuses, tags, follow-up reminders, access instructions, and appointment details.
- Coordinate scheduling and communication between customers, technicians, outside-sales staff, and company leadership.
- Review technician notes, schedule changes, missed appointments, and pending inspection assignments.
- Handle customer concerns calmly and professionally, escalating complex matters according to company procedures.
- Identify appropriate opportunities to introduce existing and prospective customers to additional services.
- Track lead-response, booking, inspection, follow-up, sales, and conversion activity.
- Assist with administrative reporting, customer-account updates, and general office-support responsibilities.
- What Success Looks Like
- Customers and leads receive prompt responses, with no inquiries left unanswered.
- Missed calls and inbound leads are addressed during the same business day.
- Customer interactions are accurately documented in GorillaDesk.
- Open opportunities receive consistent follow-up, with no stale leads or estimates.
- Every sales conversation ends with a booked service, scheduled inspection, defined follow-up, or documented resolution.
- Appointments are scheduled accurately, and handoffs to field personnel are complete.
- Customers receive clear, confident, and professional communication.
- You contribute to customer satisfaction, technician efficiency, sales growth, and the overall success of the company.
Qualifications
- Excellent verbal and written communication skills.
- A friendly, confident, and professional phone presence.
- A customer-service mindset combined with the confidence to ask for the appointment.
- Strong organization, follow-through, and attention to detail.
- Ability to manage multiple calls, messages, appointments, and follow-up tasks while maintaining accuracy.
- Comfort using CRM, scheduling, email, texting, and general office software.
- Ability to learn service offerings and explain them clearly to customers.
- Good judgment when resolving customer concerns or escalating issues.
- Reliability, punctuality, integrity, and a positive, solutions-focused attitude.
- Ability to maintain customer confidentiality and follow established procedures.
Preferred Experience
Previous experience in customer service, inside sales, appointment setting, dispatching, or office coordination.
Experience in pest control, home services, HVAC, plumbing, landscaping, or another service-based industry.
Experience using GorillaDesk or a similar CRM and scheduling platform.
Industry experience is helpful, but we will also consider a strong communicator who demonstrates excellent follow-through, confidence with customers, and a willingness to learn.
Why Join Victory Pest Management?
You will join a growing, veteran-owned local company where professionalism, accountability, customer care, and initiative matter. We provide structured training on our services, phone scripts, systems, scheduling procedures, objection handling, and sales process. This position offers the opportunity to directly influence customer satisfaction and company growth.
To apply, please submit your résumé and briefly describe your experience working with customers, coordinating schedules, or converting inquiries into appointments.
Pay: $18.00 - $22.00 per hour
Benefits:
- Employee discount
- Health insurance
- Retirement plan
Work Location: Remote
