What They Needed
A residential pest control company in Florida servicing 800+ monthly customers.
Strong technician team. Great service quality.
But customer service was drowning. Scheduling calls, service reminders, complaint handling, upsells—it was all falling on the owner and one overwhelmed office manager. Response times were 4-6 hours. Customers were frustrated. The owner was working 70-hour weeks just managing communication.
They knew it. But hiring a local customer service manager at $62K/year was going to eat into already tight margins.
With rising labor costs and seasonal demand fluctuations, they needed a solution that didn't force them to choose between customer satisfaction and profitability.
A Customer Service Manager who could own the entire customer experience.
Someone who would:
- Answer inbound calls within 2 rings (not after 5+ rings or voicemail)
- Schedule appointments and manage technician routes
- Send service reminders and follow-ups via email and SMS
- Handle billing questions and payment processing
- Upsell additional services (termite inspections, quarterly plans)
- Manage customer complaints and resolve issues proactively
- Report on customer satisfaction and retention metrics daily
Most importantly: Someone who wouldn't leave after 8 months for a $5K raise at a competitor.
Meet Jessica.
Jessica: Customer Service Manager
- 5+ years managing customer service for US home services companies
- Expert in ServiceTitan, Jobber, and customer communication platforms
- Previous experience in pest control, HVAC, and plumbing industries
- Fluent English with a warm, professional phone presence
- Trained in upselling techniques (averaged 18% upsell conversion rate) Not a "cheap alternative." A legitimate professional who happens to work from a market where $26K/year is strong compensation.
Her previous company? Promoted her twice in 3 years and fought to keep her when she left. That's the kind of talent you want.
- Salary: $2,200/month
- Hours: Full-time, 8am-5pm EST (Florida time)
- Start date: 2 weeks after first conversation
Savings Comparison to a US hire.
Local Hire (Florida market):
- Base salary: $50,000-$55,000
- Health insurance: $8,000-$10,000
- Payroll taxes (FICA, unemployment): $4,000-$5,000
- Total annual cost: $62,000-$70,000
Jessica (remote hire):
- Annual salary: $26,400
- Benefits: $0 (not required)
- Payroll taxes: $0 (1099 contractor)
- Total annual cost: $26,400
Savings: $36,000-$44,000 per year
That's enough to:
→ Hire a second Remote CSR and double your capacity
→ Add $36K to your marketing budget
→ Buy 2 additional Service Vehicles and expand your territory
It's not just about saving money.
It's about what you DO with those savings.
In their words:
"I'll be honest—I didn't think remote customer service would work for pest control. Our customers are mostly older homeowners who expect a local touch. I thought they'd know the difference. But Jessica? She's been phenomenal. Her phone presence is warmer than any local hire we've had. She knows how to calm down angry customers. She upsells like a pro. Our customer retention went from 78% to 91%. We used the savings to hire a second remote CSR to cover evenings and weekends. Now we never miss a call. If we were still paying $62K for one person working 9-5, we'd still be losing customers to competitors who answer the phone faster."
— Owner, Florida Pest Control Company