Inbound Customer Retention Representative
Inbound Customer Retention Representative
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$ 27669 - 51188
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 call from a customer with a potential cancel. Inbound representative is responsible for resolving concerns and presenting root cause related offers in order to retain the customers business. Use 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 through explanation of the overall value features and benefits of all products and services offered by TruGreen.
Responsibilities
Receives calls from canceling customers and is responsible for resolving concerns and retain the customers business. Provides immediate followup on customer complaints/concerns setting proper expectations and next steps for the customer.
Escalates customer issues requiring extensive problem solving to ensure both a close 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 customers account or adjustment of customers bill.
Updates and maintain 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 customercentric 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
Education and Experience Requirements
High school diploma or general education degree (GED); or up to oneyear related experience and/or training or an equivalent combination of education and experience
At least 1Year Sales or 2 Years Customer Care experience
Associate degree from a twoyear 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 figures and amounts such as discounts commissions proportions percentages area and volume
Time management skills including punctuality for ontime attendance
Ability to prioritize organize and perform multiple tasks
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. 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.
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
$27669.00 $51188.00This range is based on the qualifications necessary for the position including experience training and other considerations permitted by 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 upper end of the range will generally be reserved for candidates with extensive 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.
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 preemployment testing.
To view our disclaimerhttps://trugreenjobs/us/en/disclaimer
Required Experience:
Unclear Seniority
Employment Type
Full-Time
