Inbound Customer Retention Representative

TruGreen•Lititz, PA

1d•Onsite

About The Position

TruGreen is committed to providing personalized attention for our associates, focusing on developing people by building proud, dynamic teams and helping associates reach personal and professional goals. The Inbound Customer Retention Representative receives inbound calls from customers with potential cancellations. This role is responsible for resolving concerns and presenting root cause related offers to retain customer business. The representative uses high-value saving techniques to meet product and service sales retention targets in a commission or incentive pay driven environment. The objective is to retain customers requesting termination of service(s) or rewarding loyal customers by explaining the overall value, features, and benefits of all products and services offered by TruGreen.

Requirements

High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience
At least 1 Year Sales or 2 Years Customer Care experience
Ability to build customer relationships and provide customer service
Knowledge and ability to cope with and resolve escalated customer service issues
Conflict resolution skills
Knowledge of company products and services
Attention to detail and accuracy
Written and verbal communication skills
Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Mathematical skill to calculate figures and amounts such as discounts, commissions, proportions, percentages, area and volume
Time management skills, including punctuality for on-time attendance
Ability to prioritize, organize, and perform multiple tasks
Ability to speak, read and write fluently in English is required.
MUST BE physically located in the United States while performing this job.

Nice To Haves

Associate degree from a two-year college or technical school preferred

Responsibilities

Receives calls from canceling customers and is responsible for resolving concerns and retain the customer’s business.
Provides immediate follow-up on customer complaints/concerns setting proper expectations and next steps for the customer.
Escalates customer issues requiring extensive problem solving to ensure both a close loop customer experience and learning opportunities for TruGreen.
Applies 5 Pillar Quality standards in accordance to Truly Green QA Model
Uses save training and specialized offers to retain customers.
Notifies customer and designated personnel of findings, adjustments, and recommendations such as refund of money, credit of customer’s account, or adjustment of customer’s bill.
Updates and maintain customer database with accurate customer information and timely data entry.
Positively represents the TruGreen brand in all written and oral communications and correspondence.