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Do you want to work for an established, growing, family-owned company that appreciates you and your hard work? Come join our team where we still treat everyone like family and not just a number. We pride ourselves in making employees the best they can be.

At Quest Termite & Pest Management, we are a trusted, client-focused pest management provider proudly serving the Lehigh Valley, Bucks County, and surrounding communities.  We protect homes, businesses, and reputations. The Client Service Representative (Routing & Dispatch Specialist) plays a critical operational role in delivering on that promise.

This position serves as the logistical command center of our service operations and accounts receivable management, work order quality control, and organized file administration. This position directly influences production efficiency, cash flow, and client experience.

This is a multi-functional operations role requiring strong analytical ability, attention to detail, and decision-making confidence.

The primary responsibility is building, optimizing, and managing technician routes to ensure maximum efficiency, profitability, and an exceptional client experience.

This is not simply a phone role --- it is an operations-driven position that directly impacts daily production, customer satisfaction, and company performance.

Core Responsibilities

1. Route Optimization & Daily Dispatch (Primary Function with Technology Assistance)

• Build and optimize daily technician routes using geographic clustering and production targets.
• Ensure routes are fully built and balanced prior to end of day.
• Minimize drive time and maximize service density.
• Dispatch emergency and same-day calls strategically without disrupting production.
• Monitor technician progress in real time and make necessary adjustments.
• Confirm all inside-access services are verified and properly scheduled.
• Communicate clearly and professionally with field technicians throughout the day.

2. Scheduling & Capacity Management

• Schedule recurring services according to route efficiency and technician skillset.
• Maintain 100% schedule fill rate within capacity targets.
• Manage cancellations and reschedules with minimal operational disruption.
• Enter accurate service notes, pricing, and special instructions into FieldRoutes (or current CRM).

3. Accounts Receivable Management

• Monitor aging reports and proactively manage outstanding balances.
• Contact clients regarding past-due invoices with professionalism and urgency.
• Process payments accurately and timely.
• Maintain documentation of collection communications.
• Coordinate with management regarding escalated or delinquent accounts.
• Support consistent cash flow and reduction of AR aging.

4. Work Order Review & Quality Control

• Review technician service notes daily prior to invoice distribution.
• Ensure documentation is complete, clear, and aligned with company standards.
• Verify materials used, service codes, and billing accuracy.
• Identify inconsistencies or missing information and follow up with technicians.
• Protect company liability by confirming proper documentation on all services.

5. File & Documentation Management

• Maintain organized digital and physical client records.
• Ensure service agreements, inspection reports, and warranty documents are properly filed.
• Support audit readiness and regulatory documentation requirements.
• Archive and retrieve records as needed.
• Maintain data integrity within CRM systems.

6. Client Experience Management

• Answer incoming calls with professionalism and confidence.
• Provide appointment confirmations and proactive communication regarding delays.
• De-escalate client concerns related to scheduling or service timing.
• Uphold Quest's service standards with every interaction.

7. Product on & KPI Accountability

• Support daily revenue and production goals.
• Reduce scheduling errors that result in reservices.
• Monitor and correct routing inefficiencies.
• Assist leadership with route audits and performance reporting.
• Protect technician utilization and minimize downtime between stops.

Performance Metrics (Scorecard)

Success in this role is measured by:

• Technician utilization rate
• Route density & drive-time efficiency
• On-time service percentage
• Daily production targets achieved
• Schedule fill rate
• Same-day service response time
• Reduction in reschedules caused by routing error
• Client satisfaction related to scheduling

Required Qualifications

• 2+ years dispatch or scheduling experience (home service industry preferred)
• Strong geographic awareness and logistical thinking
• High attention to detail
• Ability to make decisions quickly under pressure
• Strong communication skills (phone and written)
• Proficiency in Field Service software (FieldRoutes preferred)
• Working knowledge of Microsoft Office

Behavioral Competencies

The ideal Quest CSR -- Routing Specialist:

• Thinks strategically about production and profitability
• Is proactive, not reactive
• Thrives in a fast-paced environment
• Takes ownership of operational outcomes
• Understands that routing directly impacts client experience
• Maintains composure during high call volume

Work Environment

• Fast-paced service operations office
• High call volume and real-time schedule adjustments
• Collaboration with technicians, sales team, and leadership
• Early schedule-building responsibilities

Why Quest?

Quest Termite & Pest Management is a Pennsylvania-based, family-owned company committed to operational excellence, customer centricity, and continuous improvement. Our team values accountability, communication, and a strong service culture.

We do not simply schedule appointments --- we engineer efficient service delivery that protects our clients' homes and businesses.