Customer Service Representative

Fairway Lawns - Plant City, FL

Full-time - Entry Level

Plant City, FL

Administrative and Support Services

About the position

The Customer Support Representative (CSR) at Fairway Lawns, LLC is responsible for delivering high-quality customer service and performing accurate data entry to enhance the customer experience. This entry-level position involves responding to customer inquiries, assisting with product-related questions, and ensuring that customer information is accurately maintained in the company's systems.

Responsibilities

• Respond to customer inquiries/call logs via phone, email, and texting in a timely and professional manner.
• Assist customers with product inquiries, order status updates, and other related issues.
• Make 'call-aheads' for daily tech routes and run Captivated texting daily.
• Accurately input and update customer information, order details, and other relevant data into the company's system(s).
• Review and verify customer new sales data for accuracy and completeness to ensure that all information is up-to-date and error-free.
• Communicate with other departments, Branch Manager, Field Manager(s) or Technicians to coordinate and resolve customer issues and order discrepancies.
• Collaborate with the Customer Service Team to improve and streamline processes and procedures.
• Maintain a positive and professional attitude towards customers and colleagues at all times.
• Meet or exceed performance metrics such as response time, accuracy, and customer satisfaction ratings (Voice of the Customer).
• Identify and assess customers' needs to achieve satisfaction.
• Engage in cross-selling of products to existing customers.
• Manage large amounts of inbound and outbound customer service calls.
• Assist with other administrative or branch tasks as needed.

Requirements

• High school diploma or equivalent required.
• Minimum one to three years previous experience in customer service and data entry required.
• Demonstrated excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Proficiency with Microsoft Office and other computer applications.
• Ability to multi-task and prioritize workload in a fast-paced environment.
• Positive and professional attitude with a willingness to learn and adapt to change.
• Ability to work independently and as part of a team.
• Strong problem-solving skills with the ability to identify and resolve issues quickly.

Nice-to-haves

• Some post-high school education preferred, but not required.