Customer Service Representative

The Master's Lawn & Pest•Gainesville, FL

13d

About The Position

The Customer Service Representative (CSR) is the primary point of contact for existing clients and serves as a client advocate. This role is focused on delivering prompt, professional, and empathetic customer service while resolving basic inquiries, managing billing and collections-related tasks, and ensuring accurate documentation. The CSR plays a critical role in maintaining client satisfaction, supporting internal teams, and improving overall service quality.

Requirements

Strong verbal and written communication skills with a professional and courteous phone presence
Excellent customer service skills with the ability to remain calm, empathetic, and solution-focused
Strong problem-solving skills and the ability to resolve straightforward issues efficiently
Attention to detail with accurate data entry and documentation skills
Time management and organizational skills with the ability to manage multiple tasks and priorities
Basic math skills for handling billing inquiries, payments, and collections
Ability to follow established processes, policies, and performance metrics
Proficiency in using customer service systems, CRM platforms
Ability to work independently while also collaborating effectively with a team
2–5 years of experience in a service-based industry
Minimum of 1 year of customer service experience
Proficiency with technology, including Google Workspace and Microsoft Office
Experience with CRM systems; Aspire experience preferred

Responsibilities

Serve as the primary point of contact for existing clients via phone and other inbound communication channels.
Provide prompt, courteous, professional, and solution-oriented service in all client interactions.
Handle inbound client calls and inquiries, addressing requests efficiently and accurately.
Follow up on client-related items entered into CRM system to ensure timely and complete resolution.
Resolve routine client issues independently and escalate complex matters in accordance with established escalation procedures.
Maintain up-to-date client records and internal notes to ensure visibility and continuity across teams.
Assist clients with AutoPay enrollment, including obtaining, verifying, and documenting required authorizations.
Take client payments securely and accurately, and answer basic billing or payment-related questions.