Customer Service Representative

About Taylor's Way
At Taylor's Way, our success starts with our people. We value our employees and treat them like family. Whether you're in the field caring for lawns, plants, trees, installing holiday lights or working with clients to ensure long-term health, every contribution matters. We foster a supportive, team-oriented environment with learning opportunities, company outings, and family-friendly events.

With over 50 years of experience and 7,000+ satisfied clients, Taylor's Way is a fast-growing, debt-free company providing lawn care, tree care, holiday lighting, and pest control services in Illinois and the Sauk Valley region. Join our team of experts to help maintain excellence, support client success, and ensure outdoor spaces thrive.

We invest in our employees because you are our most valuable asset. Your work directly impacts our company, clients, and communities, and we provide training, mentorship, and growth opportunities to help you succeed.

Why Work at Taylor's Way?

• Competitive Pay & Rewards: Earn top-of-market wages, commission and opportunities for performance-based bonuses that recognize hard work and quality results.
• Empowering Leadership: Our management team is approachable, supportive, and genuinely invested in helping you succeed and grow.
• Career Growth & Development: Access ongoing training, mentorship, and certifications to advance your skills and career.
• Stability & Vision: Join a growing, debt-free company with a strong foundation and a commitment to sustainable growth and exceptional client service.
• Work-Life Harmony: Enjoy a Monday-Friday schedule, with occasional Saturdays during peak season, allowing time for family and personal priorities.
• Team Culture & Community: Participate in team-building events, outings, and training trips while working alongside long-tenured employees who foster a collaborative, family-like environment.
• Reliable Pay: Receive accurate, on-time biweekly paychecks every time.
• Impactful Work: Be part of a company that values your contribution, supports your growth, and empowers you to make a meaningful difference for clients, communities, and the environment.

As a Customer Service Representative at Taylor's Way, you are the first voice a client hears and the last detail they remember. This is a desk-based, high-contact role that owns the client experience from intake to completion.

Primary Duties & Responsibilities

• Answer the phones, emails, and texts and do it well. You're the first person clients talk to. Whether they're calling to check on their lawn, report an issue, or ask about a new service, your job is to respond promptly, lead with empathy, and get them to a resolution without making them call back. We aim to solve it the first time.
• Qualify new leads and sell our services. When a potential client reaches out, you'll ask the right questions, explain what Taylor's Way offers, and close the deal or move them forward, confidently and without pressure. This is a selling role. You don't have to have done it before, but you have to be willing to learn and get comfortable on the phone.
• Keep our system up to date. Every call, every note, every job detail goes into our CRM. Clean records keep our whole team running. If it's not in the system, it didn't happen.
• Hand off to the field without gaps. You'll work closely with Scheduling and Ops so the field crew always arrives prepared. A clean handoff is a form of accountability. You own your part of the chain.
• Follow up on open accounts. You'll follow up with clients on outstanding balances as part of a clear, set process. This is relationship-based, not transactional.
• Bring your whole self to the hard conversations. Upset clients, tricky situations, and imperfect outcomes are part of the job. We treat clients like family. That means staying steady, being honest, and knowing how to educate and set clear expectations even when the answer isn't what they were hoping for. We don't just tell people what they want to hear. We tell them the truth, clearly and with care.
• Speak up when something isn't right. If a pattern emerges, like repeat complaints, a communication breakdown, something that keeps going sideways, you bring it to your manager. We value transparency here. Your job is to surface issues, not quietly absorb them.

Job Requirements

• Strong written and verbal communication skills in plain English. Clear, warm, and professional across phone, email, text, and the client portal
• Comfortable qualifying leads and selling/educating on the phone without being pushy
• Ability to manage multiple systems simultaneously (CRM, messaging platform, email, and phone) without losing track of the client
• Preferred prior customer service experience, ideally in a phone, email, or text-based environment
• Calm, organized, and accurate under a steady, interruption-driven contact load
• Reliable attendance and consistent on-site availability during scheduled business hours
• This job may include some occasional weekend work during our peak business season
• Hire offers are contingent upon a favorable background check if one is performed
• Reliable transportation to and from work