Senior Customer Service Representative in Syracuse, NY 13211 at TruGreen

Date Posted: 8/2/2018

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!"


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 development and acquisition of job specific skills. Assists with on-boarding, training and quality assurance.


Responsibilities


1. 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.
2. 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.
3. Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone.
4. Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
5. Assists management with seasonal recruiting by conducting phones screens using scripted interview guides.
6. 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.
7. 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.
8. Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed.
9. Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness.
10. Reviews and ensures customer follow up requests (CFRs) are entered accurately and completely according to standard operating procedures.
11. 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 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
        o Low to moderate
• Adverse Conditions
         o 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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