Client Service Representative (CSR)--Scheduling & Client Satisfaction

Lawn Doctor Granbury-Burleson-Weatherford•Granbury, TX

7d•Onsite

About The Position

The Client Service Representative (CSR) is a trusted, front-line professional responsible for managing scheduling-related communications and driving client satisfaction. The role requires sound judgment, strong communication skills, and the ability to resolve issues independently while collaborating with operations and leadership. It is suited to an experienced CSR who can work in a structured environment, understand client behavior, and balance efficiency with a high-touch client experience. This is a full-time, in-office position in Cresson, Texas, on the Client Experience Team, reporting to the Director of Client Experience. The company is a locally owned lawn fertilization and pest control business serving the community and surrounding area for over 20 years. Its stated values include excellence, integrity, intentional service, accountability, and a people-first approach.

Requirements

At least 4 years of client service, call center, or client support experience.
Demonstrated ability to manage high-volume client interactions independently.
Strong phone presence, professional tone, and active listening skills.
Proven ability to resolve issues while maintaining client trust.
Advanced computer skills and experience working across multiple systems and databases.
Strong time management and prioritization skills in a fast-paced environment.
Reliable transportation for this in-office role.
Ownership mindset and accountability for outcomes.
Calm, professional communication, especially in high-stress or escalated situations.
Attention to detail and strong follow-through.
Ability to work as part of a team while also working autonomously.
Coachability, adaptability, and alignment with company values.

Responsibilities

Independently manage client scheduling, rescheduling, service skips, and special requests.
Serve as the primary contact for scheduling and service-related inquiries.
Proactively communicate with clients through pre-notification calls and ECU outreach.
Handle client concerns, de-escalate issues, and escalate appropriately when needed.
Respond to calls, voicemails, emails, and text messages within one business day.
Accurately document client interactions, resolutions, and notes in company systems.
Process client payments accurately and attentively.
Support client feedback initiatives, including review requests and NPS follow-ups.
Support retention by identifying at-risk clients and coordinating next steps.
Coordinate free service calls and special treatments in accordance with company processes.
Use CRM and communication platforms to improve efficiency and service outcomes.