Customer Service Representative
Customer Service Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Masters Lawn and Pest is seeking a Customer Service Representative (CSR) to support our client base and ensure an exceptional customer experience. As the first point of contact for client inquiries the CSR serves as a client advocate and plays a vital role in delivering prompt courteous and professional service to our valued clients.
Our company operates by a set of core values that guide our success:
- Plan Ahead
- Respect Everyone
- Stay Positive
- Create Results
- Own It
Key Responsibilities:
- Client Communication and Support: Serve as the first point of contact for all incoming calls and messages from existing clients.
- Respond to Client Inquiries: Follow up on any pending concerns and ensure issues are routed to the appropriate team member for resolution.
- Issue Resolution & Escalation: Handle client concerns service questions and identify and escalate issues to appropriate team member.
- Collections Management & Billing Inquiry Resolution: Resolve client billing inquiries promptly and professionally including applying fees processing payments and gathering information for recurring billing setup.
- Documentation and Reporting: Thoroughly document all customer interactions and maintain up-to-date records to ensure clear communication and continuity across the team.
What we are looking for
- Experience: 2 years of customer service experience within the landscaping industry or service industry.
- Knowledge & Skills: Outstanding customer service abilities along with strong verbal and written communication skills. Familiarity with billing processes AutoPay enrollment and service order management is important. Knowledge of software tools like CRM systems scheduling or billing platforms a plus.
- Soft Skills: Detail-oriented highly organized and proactive in problem-solving. Must demonstrate the ability to understand and relate to client concerns with empathy helping to build trust and maintain positive relationships. A calm and courteous demeanor especially when handling challenging or frustrating situations. Strong emotional intelligence and communication skills are required.
- Education & Certifications: Highschool Diploma.
What Success Looks Like in This Role
- Minor client issues are resolved efficiently with an average resolution time of 5 minutes or less per call.
- More complex issues are promptly escalated within 1 minute of identifying the need following established protocols.
- All interactions and escalations are thoroughly documented and categorized in with 100% accuracy supporting ongoing quality improvement and team visibility.
Benefits
- Paid holidays and PTO
- IRA with company retirement match
- Quarterly Profit Sharing
- Quarterly Team Building events
- Great work atmosphere with fast-growing company with room to grow
Required Experience:
Unclear Seniority
Employment Type
Full-Time
