Corporate Customer Service Representative in Memphis, TN 38138 at TruGreen

Date Posted: 6/19/2018

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 Corporate Customer Service 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.


Responsibilities
1.    Interacts professionally with customers through various channels (e.g., web, social media, email, direct mail, telephone) according to documented quality standards. Provides customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints.
2.    Documents, assesses and researches customer concerns to determine root cause and works with internal/external resources to resolve. Obtains assistance to address customer concerns requiring extensive problem solving.

3.    Reports and escalates highly sensitive customer issues to management at all levels. Provides timely follow-up, status updates and resolution with customers and management.
4.    Applies customer retention training and techniques to offer current programs and promotions to retain customers at every opportunity.
5.    Identifies customer needs and up-sell opportunities to present optional and expanded services to current customers. Processes sales transactions according to company policies. May contact customers to schedule applications and/or service.
6.    Tracks and reports daily workflow priorities, completion, volume and trends by channel (e.g., social media, direct mail, Better Business Bureau). Communicates customer impacting trends and/or suggestions for improvement to management.
7.    Fosters and maintains positive working relationships with public agencies (e.g., Better Business Bureau, Office of the Attorney General, Consumer Affairs) to facilitate resolution of issues and achieve and maintain branch accreditation.
8.    Provides customer support for online self-service (e.g., password resets). Relays trends and complex technical issues to Marketing for resolution with vendor.
9.    Uses social medial applications to monitor mulitple social media accounts for the company, identifies and responds to customer postings and takes action to resolve issues. Shares feedback and recommendations with corporate marketing.
10.   Updates and maintains customer database with accurate and current customer information.


Education and Experience Requirements
• High school diploma/GED and 2+ years of related customer service support experience required
• Experience resolving escalated customer service issues strongly preferred
• Social media skills and experience strongly preferred
• Associate’s or Bachelor’s degree preferred
• Supervisory/Lead experience is a plus


Knowledge, Skills and Abilities

• Customer service skills and ability to address with complaints and resolve conflict in a professional and decisive manner 
• Written and verbal communication skills for professional business interactions
• Computer skills with Microsoft Office application (Word, Excel, Outlook, PowerPoint) as well as familiarity with social media software applications 
• Ability to learn and apply general knowledge of the company, products and services
• Ability to read, comprehend and adhere to instructions, processes and procedures 
• Accuracy and attention to detail
• Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine rate, ratio, and percent
• Organizational and time management skills, including punctuality for on-time attendance
• Ability to work independently under general supervision and collaboratively as part of a team


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


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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