Inbound Customer Retention Representative

$27,669 - $51,188/Yr

TruGreen - Groveport, OH

Full-time - Entry Level

Groveport, OH

Administrative and Support Services

About the position

The Inbound Customer Retention Representative at TruGreen is responsible for handling inbound calls from customers who are considering canceling their services. The primary goal of this role is to resolve customer concerns and retain their business by effectively communicating the value of TruGreen's products and services. This position operates in a commission-driven environment, focusing on achieving sales retention targets while providing excellent customer service.

Responsibilities

• Receives calls from canceling customers and is responsible for resolving concerns and retaining 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 a close loop customer experience and learning opportunities for TruGreen.
• Applies 5 Pillar Quality standards in accordance with the Truly Green QA Model.
• Uses save training and specialized offers to retain customers.
• Notifies customers and designated personnel of findings, adjustments, and recommendations such as refunds, credits, or adjustments to the customer's bill.
• Updates and maintains the customer database with accurate information and timely data entry.
• Positively represents the TruGreen brand in all written and oral communications.

Requirements

• High school diploma or GED; or up to one-year related experience and/or training, or an equivalent combination of education and experience.
• At least 1 year of sales or 2 years of customer care experience.
• Associate degree from a two-year college or technical school preferred.
• 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 skills to calculate figures and amounts such as discounts, commissions, proportions, percentages, area, and volume.
• Time management skills, including punctuality for on-time attendance.
• Ability to prioritize, organize, and perform multiple tasks.

Nice-to-haves

• Experience in a commission-driven sales environment.
• Familiarity with customer relationship management (CRM) software.

Benefits

• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Ongoing training and development programs
• Paid time off and holidays