Customer Service Representative

3 days ago


Randolph, New Jersey, United States TruGreen Full time

Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at TruGreen. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities

  • Resolve Customer Concerns
    • Respond to customer inquiries and resolve issues in a timely and professional manner.
    • Use problem-solving skills to diagnose and resolve complex customer issues.
  • Coordinate Customer Follow-up Requests
    • Act as a liaison between branches and customers to provide and maintain the highest level of customer service.
    • Coordinate and resolve customer follow-up requests in a timely and efficient manner.
  • Prioritize and Escalate Customer Issues
    • Prioritize open, overdue, and critical customer issues and escalate to management as needed.
    • Use critical thinking skills to identify and resolve complex customer issues.
  • Collect and Analyze Customer Feedback
    • Collect and analyze customer feedback to identify trends and areas for improvement.
    • Compile statistical data and report to management team.
  • Retain Customers
    • Make contact with customers who have requested to cancel service to retain their business.
    • Use approved customer save offers to retain customers.
  • Enter and Maintain Customer Data
    • Enter and maintain customer data accurately and timely.
    • Research customer database for account and service history and information to resolve customer concerns.
  • Follow Standard Policies and Procedures
    • Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns.
    • Ensure quality outcomes and customer satisfaction.
  • Assess Customer Needs
    • Assess customer needs for additional services and up-sell as appropriate.
    • Identify and communicate improvement opportunities or trends impacting the customer experience to management.
  • Communicate with Management
    • Communicate with management to ensure customer issues are resolved in a timely and efficient manner.
    • Provide regular updates on customer issues and progress.

Requirements

  • Education and Experience
    • High school diploma or equivalent required.
    • Associate's degree preferred.
    • 2-3 years of customer service experience required.
    • Experience resolving escalated customer service issues required.
  • Skills and Abilities
    • Excellent communication and problem-solving skills.
    • Ability to work in a fast-paced environment and prioritize multiple tasks.
    • Strong analytical and critical thinking skills.
    • Ability to work independently and as part of a team.

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 pounds.
  • Stoop, kneel, crouch, or crawl.

Ability to Speak, Read, and Write Fluently in English

Ability to speak, read, and write fluently in English is required.

Pay Ranges

$36, $65,865.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law.



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