Inbound Customer Retention Representative

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 call from a customer with a potential cancel. Inbound representative is responsible for resolving concerns and presenting root cause related offers in order to retain the customer’s business.

Use high value saving techniques to meet product, and service sales retention targets, in a commission or incentive pay driven environment.

The objective is to retain customers who are requesting termination of service(s) or rewarding loyal customers, through explanation of the overall value, features and benefits of all products and services offered by TruGreen.

Responsibilities

1. Receives calls from canceling customers and is responsible for resolving concerns and retain the customer’s business.

Provides immediate follow-up on customer complaints / concerns setting proper expectations and next steps for the customer.

2. Escalates customer issues requiring extensive problem solving to ensure both a close loop customer experience and learning opportunities for TruGreen.

3. Applies 5 Pillar Quality standards in accordance to Truly Green QA Model

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. Positively represents the TruGreen brand in all written and oral communications and correspondence.

Competencies

• Customer Focus Building strong customer relationships and delivering customer-centric solutions.
• Drives Results Consistently achieving results, even under tough circumstances.
• Drives Results - Ability to listen, overcome objections and ultimately resolve by saving customer account.
• Situational Adaptability Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Accountability holding self and others accountable to meet commitments.
• 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
• At least 1Year Sales or 2 Years Customer Care 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

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

$27,669.00 - $51,188.00

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.