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Inbound Customer Loyalty Agent

2 months ago

Lititz, Pennsylvania, United States TruGreen Full time

Position Overview

As a vital member of our team, you will handle incoming calls from customers expressing intent to cancel their services. Your primary responsibility will be to address their concerns and present tailored solutions aimed at retaining their business. Utilizing effective retention strategies, you will work towards achieving sales targets in a performance-driven environment. Your goal is to emphasize the value, features, and benefits of our offerings to encourage customer loyalty.

Key Responsibilities
1. Engage with customers who are considering cancellation, addressing their issues and working to retain their business. Provide prompt follow-up on any complaints or concerns, setting clear expectations for resolution.
2. Escalate complex customer issues that require advanced problem-solving skills to ensure a comprehensive customer experience and identify learning opportunities.
3. Implement quality standards in line with our organizational model.
4. Utilize specialized training and offers to effectively retain customers.
5. Communicate findings and recommendations to customers and relevant personnel, including potential refunds or account adjustments.
6. Maintain accurate customer records and ensure timely data entry.
7. Represent the company positively in all forms of communication.

Competencies

  • Customer Focus - Cultivating strong relationships and delivering customer-centric solutions.
  • Results Orientation - Consistently achieving goals, even in challenging situations.
  • Problem Solving - Demonstrating the ability to listen, address objections, and resolve issues effectively.
  • Adaptability - Adjusting approach and demeanor in real-time to meet varying demands.
  • Accountability - Taking responsibility for meeting commitments.
  • Decision Making - Utilizing sound judgment in resolving customer issues.
Education and Experience Requirements
  • High school diploma or equivalent; or up to one year of related experience or training.
  • Minimum of 1 year in sales or 2 years in customer service.
  • Associate degree from a two-year college or technical school is preferred.
Knowledge, Skills, and Abilities
  • Ability to build and maintain customer relationships.
  • Expertise in resolving escalated customer service issues.
  • Conflict resolution capabilities.
  • Understanding of company products and services.
  • Attention to detail and accuracy.
  • Strong written and verbal communication skills.
  • Proficiency in Microsoft Office applications.
  • Mathematical skills for calculations related to discounts and commissions.
  • Effective time management and organizational skills.
Physical Demands & Working Conditions

The physical demands of this role include:
  • Regularly sitting, standing, and walking.
  • Using hands and arms for various tasks.
  • Communicating effectively.
  • Occasionally lifting or moving up to 25 lbs.
Working Conditions

Noise level is generally low to moderate, with minimal adverse conditions. Fluency in English is required.

We are committed to fostering a diverse and inclusive workplace and encourage candidates from all backgrounds to apply.