Customer Experience Specialist

Green Lawn Fertilizing/Green Pest Solutions•West Chester, PA

About The Position

At Green Lawn Fertilizing and Green Pest Solutions, the Customer Experience Specialist helps create lasting customer relationships by understanding needs, resolving problems, building trust and educating customers. As technology and automation handle more routine interactions, the role focuses on complex questions, service concerns, relationship recovery, retention and other interactions where personal judgment and communication make a difference. This is not a traditional call-center position. The specialist listens carefully, remains composed under pressure and guides customers toward suitable solutions. Success is measured by customer outcomes, first-contact resolution, durable retention, service recovery, quality, judgment, reliability and continuous improvement—not call volume alone. The role includes enhanced training and certification using customer interactions and seasonal scenarios, with call listening, role-playing, coaching and development in de-escalation, retention, service recovery, lawn and pest education, problem solving and CRM and technology proficiency.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Strong problem-solving, organization and attention to detail.
Ability to learn and effectively use CRM, communication and AI-enabled technology.
Ability to remain seated for extended periods while working on a computer and speaking with customers throughout the day.

Nice To Haves

Previous experience in customer service, hospitality, insurance, banking, inside sales, healthcare, automotive service, account management or another customer-facing environment.

Responsibilities

Deliver a five-star customer experience through every interaction.
Build trust by listening, asking thoughtful questions and providing personalized solutions.
Take ownership of customer concerns and work toward first-contact resolution whenever possible.
Handle complex or emotionally charged conversations calmly and professionally.
Identify the root causes of customer dissatisfaction.
Address cancellation and skip requests by understanding concerns, reinforcing value and preserving relationships when appropriate.
Recover customer relationships after service issues, billing concerns, missed expectations or other frustrations.
Educate homeowners about lawn, pest and related services, including what to expect and how services provide value.
Use customer history, CRM information, AI-enabled tools and other resources to find better solutions.
Recognize customers who may be at risk and take proactive action when appropriate.
Communicate clearly about account balances, payment concerns and available solutions.
Accurately document customer interactions, commitments and next steps.
Collaborate with Operations, Sales and other teams when issues require additional expertise while retaining ownership of the customer experience.
Participate in call reviews, role-playing, coaching and certification.
Evaluate personal customer interactions and apply coaching to improve performance.
Share successful approaches and contribute to team learning.