Senior Customer Care Specialist

Senior Customer Care Specialist – RemoteAs 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 FunctionsComply with company safety policies and regulatory requirements, including accurate recordkeeping of product use, sales, and servicesServe as the primary escalation point for complex customer concerns, including cancellation requests, with a focus on retention and resolutionEngage with operations and corporate support teams to resolve issues and improve customer outcomesCommunicate with customers to provide service information, schedule or adjust services, resolve complaints, and proactively retain accounts at risk of cancellationAnswer high-volume inbound calls while maintaining service quality and efficiencyIdentify opportunities to retain and grow customer accounts through service adjustments, education, and upsellingAccurately document all customer interactions, concerns, and resolutions in the CRM (PestPac)Make outbound calls related to collections and retention follow-up efforts as directedParticipate in required training and meetingsPerform other duties as assignedRequirementsProficient in computer systems and CRM platforms (PestPac experience preferred)Demonstrated experience in customer retention, de-escalation, and conflict resolutionExperience in a high-volume call center or customer support environment preferredAbility to analyze customer concerns, identify root causes, and deliver solutions that drive retention and satisfactionPosition is Remote but you have to live in one of the following states: Tennessee, Alabama, Georgia, South Carolina, North CarolinaWork ConditionsRemoteContinuous computer useHigh-volume inbound call environment

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