Senior Inbound Retention Representative

102259

4045 Lakeview Crossing, Groveport, Ohio 43125

TruGreen accepts applications on an ongoing basis.

Job Description

Position Overview

Attempts to retain customers by receiving inbound calls from customers who have canceled services, provides backup to answer inbound customer service calls, and acts as an escalation point to receive calls from team embers from the inbound retention team and/or customer service team. The sr inbound retention representative also provides support and assistance, acting as a resource to new hires and peers; provides team members with coaching and supports development and acquisition of job specific skills; and assists with on-boarding, training and quality assurance.

Responsibilities

Receives inbound customer 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 and retain customers. 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. Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone. Enters and maintains customer data (e.g., contact information, service plan, billing information) into the customer database accurately and timely. Conducts new hire training as needed and directed by management. 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. As directed by management, 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. Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed and directed by management. Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness. Reviews and ensures customer follow-up requests (CFRs) are entered accurately and completely according to standard operating procedures. Identifies and communicates improvement opportunities or trends impacting the customer experience to management.

Competencies

Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Customer Focus – Building strong customer relationships and delivering customer-centric solutions

Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity

Drives Results – Consistently achieving results, even under tough circumstances

Education and Experience Requirements

• High school diploma/GED required. Associates 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 the 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