Inbound Customer Service Retention Representative

Job Opportunity At TruGreen

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 customer's 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 customer's business.
• Provides immediate follow-up 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 customer's account, or adjustment of customer's 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

Education and Experience Requirements

High school diploma or general education degree (GED); or up to one-year related experience and / or training, or an equivalent combination of education and experience. At least 1 year sales or 2 years customer care experience. Associate degree from a two-year college or technical school preferred.

Knowledge, Skills, and Abilities

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.

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

$27,669.00 - $51,188.00. This 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 candidate's 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 employee's 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 Company-matching 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.