Inbound Customer Service Retention Representative

$27,669 - $51,188/Yr

TruGreen - Round Rock, TX

Full-time - Entry Level

Round Rock, TX

Administrative and Support Services

About the position

The Inbound Customer Service Retention Representative at TruGreen is responsible for handling inbound calls from customers who are considering canceling their services. The representative's primary goal is to resolve customer concerns and retain their business by effectively communicating the value of TruGreen's products and services. This role operates in a commission-driven environment, focusing on customer satisfaction and retention through problem-solving and relationship-building techniques.

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 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 maintains customer database with accurate customer information and timely data entry.
• Positively represents the TruGreen brand in all written and oral communications and correspondence.

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 of Sales or 2 years of Customer Care experience.
• Associate degree from a two-year college or technical school preferred.

Nice-to-haves

• 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 skill 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

Benefits

• Medical/Dental/Vision insurance
• Company-matching 401(k)
• Other programs and perks