Senior Customer Service Representative

Job Title

Position Overview Receives inbound calls to resolve routine and escalated customer service issues. Provides support and assistance as a resource to new hires and peers. Provides coaching and supports the development and acquisition of job-specific skills. Assists with on-boarding, training, and quality assurance.

Responsibilities

Receives inbound customer service calls, assesses root cause(s) of customer issues, and resolves customer concerns in a timely and professional manner in order to achieve the highest level of customer satisfaction.

Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May deviate from standard scripts and processes to resolve escalated customer issues.

Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone.

Enters and maintains customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely.

Assists management with seasonal recruiting by conducting phone screens using scripted interview guides.

Conducts new hire training as needed. Distributes and reviews materials to help facilitate the training and on-boarding. Provides one-on-one training and coaching on specific job duties as needed.

Leads and/or participates in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.g., scripting, overcoming customer objections) and effectiveness.

Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed.

Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness.

Reviews and ensures customer follow up requests (CFRs) are entered accurately and completely according to standard operating procedures.

Identifies and communicates improvement opportunities or trends impacting the customer experience to management.

Education and Experience Requirements

High school diploma/GED required. Associate's degree preferred

2-3 years of customer service experience required

Call center or related experience strongly preferred

Knowledge, Skills, and Abilities

Knowledge of lawn care services and products

Customer service skills, including conflict resolution and telemarketing

Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions

Selling skills, including up-selling and overcoming objections

Verbal and written communication skills

Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine the rate, ratio, and percent

Ability to work independently under limited supervision

Coaching and mentoring skills

Computer skills with Microsoft Office applications (Word, Excel, Outlook)

Data entry skills

Time management skills, including punctuality for on-time attendance

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

Sit, stand, and walk

Use hands and arms to handle, feel or reach

Speak and hear

Use close vision abilities

Occasionally required to:

Lift or move up to 25 lbs

Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

Low to moderate

Adverse Conditions

Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.