Senior Customer Service Representative
Senior Customer Service Representative
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$ 33410 - 60138
1 Vacancy
Job Description
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 jobspecific skills. Assists with onboarding 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 onboarding. Provides oneonone training and coaching on specific job duties as needed.
Leads and/or participates in frequent roleplay 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. Associates degree preferred
23 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 upselling 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 ontime 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 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
Stoop kneel crouch or crawl
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
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.
TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills dedication and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment we aim to leverage the unique experiences of veterans creating a richer more dynamic workplace.
Pay Ranges
$33410.00 $60138.00This 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 candidates 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 employees 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 Companymatching 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 visitEEOC/EEO TruGreen (trugreenjobs.
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 prehire information professional or employmentrelated 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) preemployment drug testing and references.
TruGreen performs preemployment testing.
To view our disclaimerhttps://trugreenjobs/us/en/disclaimer
Required Experience:
Senior IC
Employment Type
Full-Time
