R19486

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 the 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 the customer database accurately and timely.
5. Assists management with seasonal recruiting by conducting phone 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

Knowledge, Skills, and Abilities

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.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Noise level

• Adverse Conditions

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

Pay Ranges

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

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, Click Here or to request an application accommodation, Click Here.

California Residents: for information on personal data we collect as part of the application process, Click Here.

TruGreen performs pre-employment testing.

To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer