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Jobs · OTHR · Pennsylvania

Inbound Customer Retention Representative

TruGreen · Lititz, PA · 1 mo ago
OTHR$28k–$59k/yrFull-time

Position Overview

Receives inbound calls from customers with a potential cancel. The inbound representative is responsible for resolving concerns and presenting root‑cause related offers in order to retain the customer’s business. Uses high‑value saving techniques to meet product and service sales retention targets in a commission or incentive‑pay driven environment. The objective is to retain customers who are requesting termination of service(s) or rewarding loyal customers by explaining the overall value, features, and benefits of all TruGreen products and services.

Responsibilities

  • Receives calls from canceling customers and resolves concerns to retain the customer’s business.
  • Provides immediate follow‑up on customer complaints/concerns, setting proper expectations and next steps.
  • Escalates customer issues requiring extensive problem solving to ensure a closed‑loop experience and learning opportunities for TruGreen.
  • Applies 5 Pillar Quality standards in accordance with the TruGreen QA Model.
  • Uses save training and specialized offers to retain customers.
  • Notifies the customer and designated personnel of findings, adjustments, and recommendations such as refunds, account credits, or bill adjustments.
  • Updates and maintains the customer database with accurate information and timely data entry.
  • Positively represents the TruGreen brand in all written and oral communications and correspondence.

Competencies

  • Customer Focus – building strong customer relationships and delivering customer‑centric solutions.
  • Drives Results – consistently achieving results, even under tough circumstances.
  • Drives Results – ability to listen, overcome objections, and ultimately resolve issues by saving the customer account.
  • Situational Adaptability – adapting approach and demeanor in real time to match shifting demands.
  • Accountability – holding self and others accountable to meet commitments.
  • Problem Solving and Decision Making.

Education and Experience Requirements

  • High school diploma or GED; or up to one year related experience and/or training, or an equivalent combination of education and experience.
  • At least 1 year sales or 2 years customer‑care experience.
  • Associate degree from a two‑year college or technical school preferred.

Knowledge, Skills, and Abilities

  • Ability to build customer relationships and provide customer service.
  • Knowledge and ability to cope with and resolve escalated customer service issues.
  • Conflict resolution skills.
  • Knowledge of company products and services.
  • Attention to detail and accuracy.
  • Written and verbal communication skills.
  • Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
  • Mathematical skill to calculate discounts, commissions, proportions, percentages, area, and volume.
  • Time‑management skills, including punctuality for on‑time attendance.
  • Ability to prioritize, organize, and perform multiple tasks.

Physical Demands & Working Conditions

  • Regularly required to: sit, stand and walk; use hands and arms to handle, feel or reach; speak and hear; use close‑vision abilities.
  • Occasionally required to: lift or move up to 25 lb independently; stoop, kneel, crouch or crawl.
  • Working conditions: noise level low to moderate; adverse conditions minimal.
  • Ability to speak, read, and write fluently in English is required.
  • Must be physically located in the United States while performing this job.

Pay

Salary range: $27,669.00 – $58,865.00. The range is based on qualifications, experience, training, geographic location, expected quality and quantity of work, and internal pay alignment. Most candidates start in the bottom half of the range; the upper end is reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by law.

Benefits

  • Medical, dental, and vision insurance.
  • Company‑matching 401(k) plan.
  • Additional programs and perks.

Diversity and Inclusion

TruGreen is committed to diversity and inclusion and encourages diverse candidates to apply. The company is an Equal Opportunity/Affirmative Action employer for minorities, females, protected veterans, and individuals with disabilities. TruGreen also affirms its commitment to hiring veterans, recognizing the exceptional skills, dedication, and leadership they bring to the workforce.

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