Customer Relations Specialist

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Job description

R16041

100705

th Street, Grand Prairie, Texas 75050

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
Contacts customers and verifies all sales information to ensure the integrity of every sale. Promotes payment options and benefits when on-boarding customers. Sets expectations regarding service delivery, guarantee, and calls.

Responsibilities
1. Receives sales routed from the sales department through the point of sale system and researches customers in company database to verify customer status (e.g., new, reinstated, up-sell, previous bad debt) and payment plan.
2. Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone.
3. Makes outbound, follow-up telephone calls to welcome and on-board new customers, confirm new sales, services and pricing. Verifies customer address, contact information and any special instructions.
4. Communicates the benefits of Prepay and EZ Pay as preferred payment options and encourages customers to adopt for attainment assigned goals and standards.
5. Follows standard policies, procedures and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
6. Follows procedures and uses an approved suite of offers and discounts to retain customers as appropriate.
7. Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
8. Identifies and communicates improvement opportunities or trends impacting the customer experience to management.

Education and Experience Requirements
• High school diploma/GED required
• 1+ year of related customer service experience and/or training required
• Financial and/or sales experience preferred

Knowledge, Skills, and Abilities
• 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 general supervision
• 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

* 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, 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.

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.