Service Controller

Join a Trusted Company with Over a Century of Excellence

Since 1888, Smithereen Pest Management has been a trusted leader in pest control—and an amazing place to build a career. We’re a family-owned company entering our second century of service, guided by our core values of leadership, honesty, respect, success, and passion.

At Smithereen, you’re not just an employee—you’re part of a legacy built on community, innovation, and teamwork.

Why You’ll Love Working Here

We believe in taking care of our people—both at work and beyond.

• Community & Purpose: Through our volunteer program, S.E.L.E.C.T. (Smithereen Environment Life Education Community Teamwork), you can earn up to 3 extra vacation days by giving back to the community.
• Education Support: Our Jennings Education Foundation helps fund educational expenses for employees and their families—including spouses, partners, and children.
• Family-Friendly Fun: From holiday parties and volunteer events, you’ll enjoy plenty of opportunities to connect and celebrate with coworkers and family.
• Career Growth: We offer paid training, promote from within, and provide the tools to help you grow into a true Pest Management Professional.

Position Summary

The Residential Retention and Service Controller is responsible for retaining Single Family Home customers who request cancellation while supporting daily customer service, scheduling, and branch operations. This role focuses on improving customer communication, reducing unnecessary call-aheads, and maintaining strong customer relationships.

Key Responsibilities

· Contact Single Family Home customers requesting cancellation, address their concerns, and work to retain their business.

· Document cancellation reasons, retention efforts, and outcomes accurately.

· Complete required customer call-aheads for assigned branches.

· Work to reduce and eliminate unnecessary call-aheads by establishing standing service days and times with customers whenever possible.

· Review existing call-ahead customers to determine whether a call-ahead is truly necessary and update their service preferences accordingly.

· Assist with inbound calls and schedule or reschedule services after primary retention and call-ahead responsibilities are completed.

· When technicians call off, assist the office by contacting and rescheduling affected customers as needed.

· Follow up on scheduled work orders and close completed work through applicable third-party portals.

· Communicate professionally with customers and branch teams in both English and Spanish.

· Maintain accurate customer, scheduling, and work-order documentation.

Qualifications

· Bilingual English/Spanish required.

· Strong customer service, communication, and retention skills.

· Comfortable handling cancellation conversations and overcoming customer objections.

· Strong organization, follow-up, and attention to detail.

· Comfortable making outbound calls and handling inbound customer calls.

· Ability to manage multiple priorities in a fast-paced environment.

· Experience with CRM, scheduling, or third-party customer portals is preferred.

Smithereen has been an industry leader in providing unmatched pest control service in addition to being an amazing place to work. Smithereen is always looking for team members that share our core values of leadership, honesty, respect, success, and most importantly, passion.

Smithereen is led by a 4th generation owner and president, who is continuing Smithereen's 2nd century of devoted service, a commitment to not only employees but to the communities that Smithereen serves.

Smithereen strives to engage the community and support charities within it, with their volunteer initiative, S.E.L.E.C.T (Smithereen Environment Life Education Community Teamwork) As a reward for volunteering, employees are eligible to earn up to 3 extra vacation days.

Smithereen’s leadership believes strongly in the value of education along with the well-being of employees and their families.The company offers a scholarship program through Jennings Education Foundation. Specifically, JEF funds are available to support Smithereen staff, spouses, partners and children with the costs tied to educational supplies and tuition.

Being a family owned business, Smithereen offers many company outing activities for you and your family to attend, including holiday parties, boat cruises, sporting events, picnics, and bowling.

We are looking for career minded individuals to join our team for a career in a recession proof industry. The need is real and beyond seasonal. Looking for self managed, with excellent communication skills, reliable people person open to new ideas. You come to Smithereen with an open mind and we will show you how to become a problem solving Pest Management Professional We offer paid training and promote within.