Office Administrator

About Tailor Made

Tailor Made Pest & Wildlife is a locally owned, growing company providing pest-control and wildlife-management solutions throughout Louisville and the surrounding area. We solve real problems, protect homes and businesses, and build long-term customer relationships. Our office team connects customers with the right services, supports our technicians, and keeps daily operations organized.

The Position

We are seeking a dependable, organized, and sales-minded Office Administrator to manage customer communication, phone sales, lead follow-up, scheduling, dispatching, payments, accurate data entry, and daily operational support. This person will be one of the primary points of contact for our customers and field technicians and must be comfortable working in a busy environment where schedules and priorities can change throughout the day. Tailor Made operates 24 hours a day, seven days a week. This is a full-time position with an assigned schedule that may fluctuate depending on business and coverage needs. Shifts may include days, evenings, weekends, and holidays. Employees are not expected to work around the clock, but schedule flexibility and dependable attendance are essential.

Customer Service, Sales, and Lead Follow-Up

• Answer incoming calls, texts, emails, web inquiries promptly and professionally, while also making outbound calls
• Listen to each customer's concerns, explain our services, discuss pricing, address reasonable objections, and ask for the sale
• This is an active phone-sales position, not simply an order-taking or message-taking role
• Convert qualified leads into scheduled services and consistently follow up with customers who have not yet made a decision
• Respond to new leads, return missed calls, contact customers with open estimates, and follow up on unsold opportunities through phone calls, texts, and other approved communication methods
• Must be confident speaking with customers, comfortable asking for their business, and motivated to meet established sales and lead-conversion expectations

Scheduling, Dispatching, and Route Monitoring

• Schedule pest-control and wildlife-service appointments and build practical technician routes
• Actively monitor routes throughout the day, tracking technician progress, reviewing job statuses, identifying delays or openings, and making scheduling adjustments as conditions change
• Communicate with technicians about job updates, help keep routes productive, contact customers when appointment times change, and work with management to fill schedule openings or resolve routing problems
• Recognize when a route is falling behind and take prompt, professional action while continuing to manage other customer and office responsibilities
• At the end of each assigned shift, outstanding calls, leads, scheduling issues, and customer needs must either be completed or clearly handed off to the next employee or manager

Accurate Data Entry and Recordkeeping

• Enter and update customer contact information, service addresses, appointment details, technician notes, estimates, lead statuses, payment information, and follow-up activity in the company's systems
• Information must be entered completely, accurately, and promptly so customers, technicians, and managers have reliable information
• Review entries for errors, avoid duplicate or incomplete records, and correct inaccurate information when identified
• Strong attention to detail is essential because data-entry errors can cause missed appointments, routing problems, billing issues, lost sales, and poor customer experiences

Customer Accounts and Payments

• Process customer payments, help customers update payment information, and professionally follow up on past-due balances
• Maintain accurate billing, service, and account records while protecting confidential customer and payment information

Operations Support

• Support field technicians by answering questions, supplying accurate job information, monitoring job queues, and coordinating with office and field employees to resolve service issues
• Urgent customer, safety, staffing, or operational concerns must be promptly escalated to management

Qualifications

• Excellent phone, listening, and written communication skills
• Able to remain calm and professional with frustrated customers, manage several competing priorities, maintain accurate records, and follow through on commitments
• Comfortable selling over the phone, following up consistently and professionally with leads, discussing pricing and payments, and asking customers to schedule service
• Comfortable monitoring technician routes throughout the day and responding to delays, openings, and other changes as they occur
• Strong computer skills, accurate typing, attention to detail, and ability to learn new software
• Previous experience in customer service, office administration, phone sales, scheduling, dispatching, collections, data entry, or route-based service operations is preferred
• Will use systems such as FieldRoutes, Pest AI, Baton, email and texting platforms, and lead sources such as Thumbtack and Yelp; experience with these specific systems is helpful but not required

Performance Expectations

• Respond promptly to customer inquiries
• Convert qualified leads into scheduled work
• Consistently follow up on unsold opportunities
• Maintain complete and accurate CRM records
• Monitor technician routes throughout the day, keep schedules productive, respond to route changes, communicate clearly with customers and employees, and handle payment conversations professionally
• Balance accuracy with the speed required in a busy office environment
• Assigned work must be completed or properly handed off before the end of each scheduled shift

Compensation And Benefits

• Starts at $17 per hour and includes sales commission opportunities under the company's applicable commission plan
• SIMPLE IRA retirement plan
• Supplemental health benefits
• Paid holidays and paid time off, subject to company eligibility requirements and current policies

Growth Opportunities

Employees who demonstrate dependable performance, strong sales results, accurate work, good customer judgment, and operational ability may be considered for advancement into senior office administration, operations coordination, office management, inside sales, or other leadership positions.