Customer Service Representative

About the role

The Customer Service Representative plays a critical role in ensuring customer satisfaction by providing timely, accurate, and empathetic assistance to clients of our lawn and landscaping services. This position involves addressing inquiries about service schedules, treatment programs, billing, and property concerns, resolving issues, and guiding customers through service-related challenges to enhance their overall experience. The representative acts as the primary liaison between the company and its clients, fostering positive relationships and promoting long-term service retention.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat channels regarding service schedules, treatment programs, billing, and property concerns.
• Schedule and reschedule service requests, proactively communicating weather-related delays or cancellations to affected customers with courtesy and urgency.
• Aid customers with service estimates, explain available service packages and add-ons, and recommend additional services that benefit the customer's property.
• Diagnose and resolve service quality complaints by coordinating with the operations team or field crews as needed.
• Document all customer interactions, service notes, and resolutions accurately in the company's CRM or field service management system.
• Maintain up-to-date knowledge of all seasonal service programs, treatment schedules, pricing, and company policies to provide accurate information to customers.
• Escalate complex or unresolved issues to the Client Success Manager in a timely manner.
• Assist the team during peak-volume periods (spring startup, fall cleanup, and first frost notifications) with increased call volume and scheduling demands.
• Support customers in understanding service agreements, payment plans, and invoices, and direct billing disputes to the appropriate team member.

Qualifications

• High school diploma or equivalent.
• Proven experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
• Ability to handle multiple tasks and maintain composure in a fast-paced, seasonal environment.
• Comfortable managing a high volume of inbound calls and emails during spring and fall peak seasons.
• Ability to learn and accurately explain lawn care and landscaping service offerings, treatment schedules, and seasonal programs.