About TruGreen
TruGreen is the nation's largest and most comprehensive provider of lawn and landscape services. We serve 2.5 million residential and commercial customers across over 250 branches located throughout the United States and Canada, including more than 50 franchise locations. Although we are a national company with headquarters in Memphis, TN, our local branch personnel live in the same communities as our customers.
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Customer Relations Specialist
Job Location: Lamar, PA
Position Overview
Verifies all sales information to ensure the integrity of every sale. Ensures that sufficient information is provided to the service department so the customer’s property may be serviced properly. Promotes Prepay and EZ Pay options and benefits to a customer which is critical to providing value and a sense of welcoming to the TruGreen customer. Sets expectations regarding service delivery, guarantee and service calls.
Responsibilities
Receives sales forms from sales department and researches customers in company database to verify customer status (new, reinstated, upsell, previous bad debt, etc. and the current payment plan).
Follows prepared script with the ability to overcome objections and addresses customer concerns on the telephone.
Performs outbound calls to new sales to verify customer’s address, price and number of applications and any special instructions. Promotes and explains the benefits of Prepay or EZ Pay as the preferred payment methods.
Achieves and strives to exceed communicated quality standards as outlined in the Quality Assessment form.
Meets branch and region and company standards for Prepay / EZ Pay.
Retains customers using the approved cancel retention suite of offers and procedures when appropriate.
Prepares daily and weekly reports on residential sales & cancel recovery audit.
Maintains customer database through accurate and timely data entry.
Communicates customer-impacting trends and/or ideas for improvement to management.
Competencies
ServiceMaster The ServiceMaster Commitment
Customer Orientation/Positive Impact
Results Orientation/Sense of Urgency
Change Mastery
Relationship Building/Sensitivity
Initiative
Problem Solving and Decision Making
Education and Experience Requirements
High school diploma or general education degree (GED); or one year related experience and/or training, or equivalent combination of education and experience. Experience with working in a Branch, preferred.
General knowledge of the industry, organization, products, and/or services.
Demonstrates knowledge of auditing skills (strong communication and customer service skills, ability to overcome objections).
Knowledge, Skills, and Abilities
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to clients, customers, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, percent, and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in oral, written, or diagram form.
Ability to deal with concerns involving customer satisfaction.
Ability to work independently, without direct supervision during evening hours.
An Equal Opportunity/Affirmative Action Employer – AA/EOE/M/F/D/V
774284
Job ID: 94245-49120
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