Customer Service Representative

Benefits:

Dental insurance

Health insurance

Paid time off

Training & development

Vision insurance

About Us

RTEC has been serving Northern Virginia since 1996, focused on practical, science-based tree care and long-term client relationships. We take pride in doing things the right way—protecting properties, improving landscapes, and building a team that shows up, follows through, and keeps getting better.

We run a lean, accountable operation where strong team members take ownership of their role, communicate clearly, and contribute to a consistent, professional client experience.

The Opportunity

This is a client-facing role focused on communication, coordination, and follow-through.

As a Customer Support Representative (CSR), you are responsible for managing the client experience after the sale—ensuring communication is clear, expectations are set, and jobs move smoothly from scheduling through completion and billing.

This is not a call-center role. You are a key part of operations, working closely with Sales Arborists, the Dispatcher, and Production to ensure clients are informed, jobs are documented correctly, and billing moves without delays.

In this role, you will:

Own client communication and experience

Serve as the primary point of contact for clients after the sale

Respond promptly to calls and emails with clear, professional communication

Keep clients informed on scheduling, delays, and service updates

Route technical questions to the appropriate team member

Support scheduling and job readiness

Coordinate with the Dispatcher to align client availability and service windows

Confirm access details, property notes, and expectations before work begins

Document all relevant client and property information in CRM

Ensure job accuracy and completion tracking

Monitor job status and confirm completion details are properly documented

Review photos, notes, and required information before jobs move to billing

Flag missing or unclear information for correction

Support billing and client follow-through

Assist in issuing invoices and answering basic billing questions

Follow up on outstanding balances and support collections efforts

Help maintain accurate client records and billing profiles

Contribute to client retention

Support follow-ups, renewals, and ongoing service communication

Help generate reviews and referrals from satisfied clients

Identify and escalate client concerns early

What You’re Accountable For

Maintaining a consistent, professional client experience from scheduling through billing

Clear, timely communication with clients, Sales, and Operations

Accurate documentation in CRM, including notes, scheduling details, and job records

Ensuring jobs are fully documented and ready before invoicing

Supporting timely and accurate billing and collections

Helping maintain client retention through follow-up and communication

Identifying and escalating issues early to avoid breakdowns in service

We Offer

Competitive hourly pay based on experience

Medical, Dental, & Vision

PTO and 6 paid holidays

Simple IRA (after eligibility period)

Ongoing training and development

Who You Are

Organized and detail-oriented: you keep track of multiple jobs, clients, and tasks without things slipping through

Strong communicator: you are clear, professional, and responsive with both clients and internal teams

Proactive: you don’t wait for problems to escalate; you identify and address issues early

Comfortable with systems: you can navigate CRM tools, scheduling platforms, and administrative workflows

Reliable and consistent: you follow through on commitments and keep things moving

Team-oriented: you work well with different departments to support overall operations

Able to prioritize and adapt as schedules and priorities shift

Background & Requirements

1-3 years of experience in customer service, administrative support, or a coordination role

Experience with CRM systems

Strong organizational and communication skills

Ability to manage multiple priorities in a fast-paced environment

Professional phone and email communication skills