Customer Retention Specialist

Job Description

Job Description

Customer Service Retention Specialist (Remote)

Company: Weed Man Lawn Care (Terra Firma Enterprises)
Reports To: Customer Service Director / Customer Service Supervisor

Purpose of the Role

Join the "Promises Kept" team at Weed Man! As a Customer Service Retention Specialist, you are the face of our commitment to quality. You will protect our brand’s reputation by ensuring every customer feels heard and valued. Your goal is to turn inquiries into long-term relationships through proactive problem-solving and a "customer-first" mindset.

Key Deliverables

• Act as a Cultural Ambassador: Deliver a top-tier experience in every phone and digital interaction. Guide customers through their seasonal lawn care journey with a friendly, professional approach.
• Drive Retention: Proactively identify and resolve service issues before they escalate. Use in-depth questioning to understand customer needs and provide accurate, effective solutions.
• Maintain Operational Excellence: Meet all daily deadlines and administrative targets. Ensure smooth communication flow between departments and assist with accounts receivable to keep the business running efficiently.

Performance Expectations

• Proactive Planning: Independently schedule and coordinate daily tasks to meet team goals.
• Compliance & Accuracy: Follow established company systems and maintain meticulous logs of all customer interactions.
• Growth Mindset: Educate existing customers on the benefits of additional programs and add-on services to enhance their results.
• Resilience: Navigate high-volume scenarios with a calm, solution-oriented mindset.

Qualifications & Core Skills

• High school diploma or equivalent.
• Required: Previous experience in a retention-focused role or high-volume call center.
• Preferred: Prior experience in the lawn care or green industry.
• Tech Savvy: Proficient in Microsoft 365; ability to multitask across multiple software systems simultaneously.
• Communication: Exceptional written and verbal communication skills.

Remote Workstation Requirements

• Dedicated Workspace: Access to a quiet, distraction-free home office suitable for professional calls.
• Technology: Employees must provide their own Windows-based workstation (Laptop or Desktop) and a high-quality wired headset.
• Connectivity: Reliable high-speed internet (minimum 30 Mbps download/10 Mbps upload recommended).

What We Offer

• Competitive Pay: $17–$19/hour (DOE) plus a 3% commission on all sales and add-on programs.
• Comprehensive Training: Fully paid professional training to set you up for success.
• Future Growth: A supportive, team-oriented culture with opportunities for advancement.
• Benefits: Earned PTO after a 90-day probation; Health, Dental, and Vision insurance available after 60 days; 401k with up to 3% matching after 6 months.