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TruGreen · 21 hours ago

Senior Customer Service Representative

Fairfield, OH

Full-time

Onsite

Mid, Senior Level

$32K/yr - $59K/yr

2+ years exp

TruGreen is committed to providing personalized attention for our associates and focuses on developing proud, dynamic teams. The Senior Customer Service Representative will resolve customer service issues, provide coaching to new hires, and assist with training and quality assurance.

Customer ServiceLandscapingService Industry

No H1B

Responsibilities

Receives inbound customer service calls, assesses root cause(s) of customer issues, and resolves customer concerns in a timely and professional manner in order to achieve the highest level of customer satisfaction

Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May deviate from standard scripts and processes to resolve escalated customer issues

Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone

Enters and maintains customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely

Assists management with seasonal recruiting by conducting phone screens using scripted interview guides

Conducts new hire training as needed. Distributes and reviews materials to help facilitate the training and on-boarding. Provides one-on-one training and coaching on specific job duties as needed

Leads and/or participates in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.g., scripting, overcoming customer objections) and effectiveness

Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed

Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness

Reviews and ensures customer follow up requests (CFRs) are entered accurately and completely according to standard operating procedures

Identifies and communicates improvement opportunities or trends impacting the customer experience to management

Qualification

Customer service experienceCoachingConflict resolutionMentoringLawn careData entry skillsMicrosoft OfficeMathematical skillsSelling skillsVerbal communicationWritten communicationTime managementAttention to detailWork independently

Required

High school diploma/GED required

2-3 years of customer service experience required

Ability to speak, read and write fluently in English is required

Knowledge of lawn care services and products

Customer service skills, including conflict resolution and telemarketing

Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions

Selling skills, including up-selling and overcoming objections

Verbal and written communication skills

Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine the rate, ratio, and percent

Ability to work independently under limited supervision

Coaching and mentoring skills

Computer skills with Microsoft Office applications (Word, Excel, Outlook)

Data entry skills

Time management skills, including punctuality for on-time attendance