Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE (CSR)
Traverso Tree Service 

Department: Customer Service Reports To: VP Operations Schedule: Monday–Friday (flexibility to work weekends, a plus), approximately 7:30 AM–4:30 PM, based on business needs Work Location: In Office Martinez, CA

POSITION SUMMARY

The Customer Service Representative (CSR) serves as a primary point of contact for customers and prospective customers of The Professional Tree Care Company, Traverso Tree Service and Ponderosa Tree. This position is responsible for providing professional and responsive customer service, answering incoming calls and emails, gathering accurate customer and property information, scheduling estimate appointments, supporting arborists and managers, and maintaining accurate customer and job information within company systems.

The CSR plays an important role in the customer experience from the initial inquiry through estimate scheduling and follow-up. This position also provides administrative support to the office and operations teams as needed.

PRIMARY RESPONSIBILITIES

Customer Service & Lead Intake

· Answer incoming telephone calls and respond to general customer emails promptly and professionally.

· Serve as a primary point of contact for new and existing customers.

· Gather complete and accurate information from prospective customers, including contact information, property address, requested services, referral source, and other information needed to schedule an estimate.

· Determine the appropriate next step for customer inquiries and route calls or requests to the appropriate arborist, manager, accounting team member, or other department.

· Provide customers with general information regarding company services and scheduling processes.

· Document customer communications, requests, concerns, and follow-up needs in the appropriate company system.

· Escalate customer complaints, urgent service issues, property damage concerns, or other sensitive matters to management.

Estimate & Arborist Scheduling

· Schedule estimate appointments for arborists and other designated managers.

· Maintain accurate calendars and appointment information.

· Coordinate scheduling based on customer availability, arborist schedules, service areas, and company priorities.

· Confirm appointments and communicate scheduling changes with customers and internal team members.

· Assist with rescheduling cancelled or missed appointments.

· Monitor scheduled estimates and identify appointments requiring follow-up.

Sales & Proposal Support

· Assist arborists and managers with preparing and entering sales proposals into company systems.

· Review customer and proposal information for completeness and accuracy before distribution.

· Distribute proposals to customers promptly via email or other approved communication methods.

· Assist with customer follow-up regarding outstanding proposals when requested.

· Maintain accurate electronic customer and proposal records.

· Support the transition of approved proposals into the appropriate next step for scheduling or operations.

Customer & CRM Data Management

· Maintain accurate customer contact information, property information, notes, appointments, and communication history.

· Enter information consistently and accurately into ArborStar and/or other company systems.

· Help identify duplicate, incomplete, or outdated customer records.

· Maintain appropriate documentation so other departments can clearly understand the status of each customer or job.

· Follow company standards for documentation, naming conventions, and record retention.

Administrative & Office Support

· Maintain electronic and physical filing systems as needed.

· Maintain customer contact lists and administrative records.

· Assist with office supply inventory and ordering.

· Support field managers with reasonable administrative and supply needs.

· Assist with administrative meetings, including scheduling and meeting notes when requested.

· Assist management with special projects, year-end filing, document organization, compliance packets, and other administrative responsibilities.

· Assist with opening and closing office procedures when assigned.

· Help maintain an organized, professional, and customer-ready office environment.

Training, Certification & Safety Administration Support

As assigned, assist management with administrative coordination related to:

· Employee CPR/First Aid training.

· EHAP and safety training documentation.

· Arborist and Tree Worker certifications.

· Continuing Education Units (CEUs).

· Training schedules and certification expiration dates.

· Maintaining required safety and training documentation.

The CSR provides administrative support for these programs; responsibility for safety program oversight and compliance remains with designated management and safety personnel.

CUSTOMER SERVICE STANDARDS

The CSR is expected to:

· Answer customers professionally, courteously, and efficiently.

· Demonstrate patience and professionalism when handling difficult or frustrated customers.

· Take ownership of customer requests through appropriate handoff or resolution.

· Avoid allowing customer requests to go undocumented or unanswered.

· Communicate clearly with arborists, operations, accounting, and management.

· Protect confidential customer, employee, and company information.

· Represent PTC professionally in every customer interaction.

REQUIRED QUALIFICATIONS

· Previous customer service, administrative assistant, receptionist, office coordinator, or similar experience.

· Strong telephone and customer service skills.

· Excellent written and verbal communication skills.

· Strong organizational and time-management skills.

· Ability to manage multiple priorities and meet deadlines.

· Strong attention to detail and accuracy.

· Comfortable working in a busy office environment with frequent telephone calls and interruptions.

· Proficiency with Microsoft Outlook, Word, and Excel.

· Ability and willingness to learn ArborStar, Sage Intacct, and other company systems.

· Working knowledge of standard office equipment including printers, scanners, and copiers.

· High school diploma or equivalent required.

PREFERRED QUALIFICATIONS

· Experience in tree care, landscaping, construction, home services, or another field-service business.

· Experience scheduling field estimates or service appointments.

· Experience working with CRM or field-service management software.

· Experience with ArborStar or similar software.

· Bilingual English/Spanish skills are a plus.

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

· Ability to work in an active office environment with phones, conversations, visitors, and other normal office activity.

· Ability to sit and work at a computer for extended periods.

· Ability to occasionally lift and move office supplies, files, or materials.

· Ability to perform reasonable office-opening, closing, filing, and organizational duties.

KEY PERFORMANCE EXPECTATIONS

Performance in this position may be measured through:

· Responsiveness to incoming calls and customer inquiries.

· Accuracy and completeness of customer/lead information.

· Accuracy of estimate scheduling.

· Timeliness of proposal distribution and assigned follow-up.

· CRM data accuracy and documentation.

· Customer service quality.

· Completion of assigned administrative responsibilities.

· Communication and coordination with arborists, operations, accounting, and management.

· Reliability, attendance, and adherence to established work schedules.

SUCCESS IN THIS ROLE

A successful CSR helps ensure that every customer inquiry has a clear next step. Customers receive timely communication, arborists have accurate information before appointments, estimates are scheduled correctly, proposals are distributed promptly, and customer records provide a reliable history that can be used by Sales, Operations, Accounting, and Management.

The goal is a consistent customer experience from the first phone call through estimate, proposal, scheduling, and handoff to operations.

The Professional Tree Care Co. and its affiliate companies are an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, age, disability, medical condition, genetic information, marital status, military or veteran status, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law.