Customer Retention Representative in Lititz, PA 17543 at TruGreen

Date Posted: 8/16/2018

Job Snapshot

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"


We're seeking a Customer Retention Representative. If you set high standards for Excellence, Integrity and Customer Service this may be the position for you.  Apply now and learn more about opportunities with TruGreen.


Position Overview


Improve customer retention through effective follow-up to cancellations. Acts as a liaison between the branch and the customer to obtain facts regarding customer complaints.


Responsibilities

1. Contacts canceling customers to resolve concerns and retain the customer’s business.


2. Provides immediate follow-up on customer complaints/concerns.


3. Escalates customer issues requiring extensive problem solving.


4. Uses save training and specialized offers to retain customers.


5. Notifies customer and designated personnel of findings, adjustments, and recommendations such as refund of money, credit of customer’s account, or adjustment of customer’s bill.


6. Updates and maintain customer database with accurate customer information and timely data entry.


7. May perform outbound calls to internal and external customers to schedule applications and/or service calls.


Competencies

  • Customer Focus/Sales Growth
  • Results Orientation/Sense of Urgency
  • Change Mastery
  • Integrity/Values
  • Problem Solving and Decision Making

Education and Experience Requirements

  • High school diploma or general education degree (GED); or up to one year related experience and/or training, or an equivalent combination of education and experience
  • Associate degree from a two-year college or technical school preferred

Knowledge, Skills, and Abilities

  • Ability to build customer relationships and provide customer service
  • Knowledge and ability to cope with and resolve escalated customer service issues
  • Conflict resolution skills
  • Knowledge of company products and services
  • Attention to detail and accuracy
  • Written and verbal communication skills
  • Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
  • Mathematical skill to calculate figures and amounts such as discounts, commissions, proportions, percentages, area and volume
  • Time management skills, including punctuality for on-time attendance
  • Ability to prioritize, organize, and perform multiple tasks

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. independently
  • Stoop, kneel, crouch or crawl

Working Conditions

Noise level

  • Low to moderate Adverse Conditions
  • Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.


We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.


To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf


TruGreen performs pre-employment testing.


Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.


By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time. 



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