Inbound Customer Service Retention Representative
Responsibilities
Receives calls from canceling customers and is responsible for resolving concerns and retaining the customer's business. Provides immediate follow-up on customer complaints/concerns setting proper expectations and next steps for the customer. Escalates customer issues requiring extensive problem solving to ensure both a closed-loop customer experience and learning opportunities for TruGreen. Applies 5 Pillar Quality standards in accordance to Truly Green QA Model. Uses save training and specialized offers to retain customers. Notifies customer and designated personnel of findings, adjustments, and recommendations such as refund of money, credit of customer’s account, or adjustment of customer’s bill. Updates and maintains customer database with accurate customer 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 by saving customer account.
- Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.
- Accountability – holding self and others accountable to meet commitments.
- Problem Solving and Decision Making
Requirements
- High school diploma or general education degree (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.
Education and Experience
- High school diploma or general education degree (GED).
- 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.
Physical Demands & Working Conditions
- Sit, stand and walk.
- Use hands and arms to handle, feel or reach.
- Use computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
- Use close vision abilities.
- Lift or move up to 25 lbs. independently.
- Occasionally required to: Stoop, kneel, crouch or crawl.
- Regularly required to: Sit, stand and walk.
Pay Ranges
$27,669.00 - $51,188.00
Benefits
- Medical/Dental/Vision insurance
- Company-matching 401(k)
- Other programs and perks
Qualifications
- 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 figures and amounts such as discounts, commissions, proportions, percentages, area and volume.
- Time management skills, including punctuality for on-time attendance.
Skills
- 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 figures and amounts such as discounts, commissions, proportions, percentages, area and volume.
- Time management skills, including punctuality for on-time attendance.
Benefits
- Medical/Dental/Vision insurance
- Company-matching 401(k)
- Other programs and perks
Company Information
- TruGreen is committed to providing personalized attention for our associates.
- We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals.
- We continuously strive to make TruGreen an employer of choice and "a great place to work!"