Service Coordinator & CRM (B2B Pest Management)

Job Profile: Service Coordinator & CRM (B2B Pest Management)

Position Overview

The Service Coordinator & CRM acts as the central link between corporate B2B clients, field technicians, and internal branch teams. This role ensures seamless service delivery, high customer retention, and timely execution of pest management contracts. By combining customer relationship management with operational coordination, this position guarantees that service-level agreements (SLAs) are consistently met while addressing client queries proactively.

Key Responsibilities

• Client Communication & Relationship Management: Serve as the primary point of contact for B2B corporate, industrial, and commercial clients for all service-related inquiries, scheduling, and feedback.
• Service Scheduling & Dispatching: Coordinate with branch operations and field technicians to plan, schedule, and dispatch pest management treatments according to contract frequencies and client preferences.
• SLA & Contract Monitoring: Ensure all scheduled treatments, audits, and preventative maintenance visits are executed within the agreed-upon timelines and service standards.
• Complaint & Issue Resolution: Handle client escalations regarding service quality, missed visits, or target pest re-infestations quickly, collaborating with branch managers to deploy corrective actions.
• CRM Data Management: Maintain up-to-date client records, service logs, feedback scores, and renewal tracking within the company's CRM or ERP platform.
• Documentation & Compliance: Ensure service reports, digital job cards, chemical usage logs, and compliance certificates are correctly shared with clients through vendor portals or email.
• Required Qualifications & Skills
• Education: Bachelors degree in Business Administration, Communications, Hospitality, Life Sciences, or a related field.
• Experience: 1 to 3 years of experience in customer service coordination, account management, or helpdesk operationsideally within the facility management, pest control, or service industry.
• Communication Skills: Excellent verbal and written communication skills with strong active listening and conflict-resolution abilities.
• Organizational & Multitasking Aptitude: High proficiency in managing multiple schedules, resolving urgent branch-level issues, and operating under tight deadlines.
• Technical Proficiency: Familiarity with CRM software, helpdesk ticketing systems, and standard office tools (Microsoft Excel, Word).
• Key Performance Indicators (KPIs)
• Customer Satisfaction (CSAT) score Maintaining positive feedback ratings across client accounts.
• Service Adherence Rate: Percentage of scheduled B2B pest control treatments completed on time.
• Fast-Response & Resolution Time: Speed in addressing and closing client service tickets or complaints.
• Client Retention Rate: Contribution to account renewals and minimization of contract churn.
• Recruitment & Sourcing : Good in technician recruitment