Senior Customer Service Representative

100759

4041 Thunderbird Lane, Fairfield, Ohio 45014

TruGreen accepts applications on an ongoing basis.

Job Description

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!"

Position Overview

Receives inbound calls to resolve routine and escalated customer service issues. Provides support and assistance as a resource to new hires and peers. Provides coaching and supports the development and acquisition of job-specific skills. Assists with on-boarding, training, and quality assurance.

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.
  

• High school diploma/GED required. Associate's degree preferred
  
• 2-3 years of customer service experience required
  
• Call center or related experience strongly preferred
  

• 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
  

• Sit, stand, and walk
  
• Use hands and arms to handle, feel or reach
  
• Speak and hear
  
• Use close vision abilities
  

• Lift or move up to 25 lbs
  
• Stoop, kneel, crouch or crawl
  

• Low to moderate
  
  

• Minimal