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.
Education And Experience Requirements
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, Skills, And Abilities
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
Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly and Occasionally Required
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 lbs; Stooping, kneeling, crouching or crawling
Noise level: Low to moderate
Adverse Conditions: Minimal
Ability to speak, read and write fluently in English is required.
You MUST BE physically located in the United States while performing this job.
Pay Ranges
$31,819.00 - $58,865.00
This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.
TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | TruGreen (trugreenjobs.com).
California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
Massachusetts Residents: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
TruGreen performs pre-employment testing.
To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer
#J-18808-Ljbffr
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.
Education And Experience Requirements
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, Skills, And Abilities
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
Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly and Occasionally Required
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 lbs; Stooping, kneeling, crouching or crawling
Noise level: Low to moderate
Adverse Conditions: Minimal
Ability to speak, read and write fluently in English is required.
You MUST BE physically located in the United States while performing this job.
Pay Ranges
$31,819.00 - $58,865.00
This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.
TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | TruGreen (trugreenjobs.com).
California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
Massachusetts Residents: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
TruGreen performs pre-employment testing.
To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer
#J-18808-Ljbffr