Customer Service Representative Job in Mentor 44060, Ohio US
Business Unit: TruGreen
Title: Customer Service Representative
Location: OH - Willoughby - 5745
City: Mentor
State: OH
Postal Code: 44060
Functional Area: Branch Services
Branch Number: 5745
Requisition Number:748388
First Open Date: 03/21/2012
Post Date: 03/21/2012
Description: An Equal Opportunity/ Affirmative Action Employer - AA/EOE/M/F/D/V
This is a 2nd shift positions - 10:30 am to 7:00 pm
TruGreen is a proud member of the ServiceMaster Family of Brands. The ServiceMaster Company currently employs more than 27,000 people nationwide. ServiceMaster provides service to residential and commercial customers in the United States, where they serve 8.5 million homes and businesses each year. Other ServiceMaster brands include: American Home Shield, AmeriSpec, Furniture Medic, Merry Maids, ServiceMaster Clean, and TruGreen.
TruGreen is the nation's largest and most comprehensive provider of lawn services. Headquartered in Memphis, TN, we have more than 245 branches throughout the country. Although we are national in reach and reliability, we have a small company feel as our highly trained professionals live and work in the communities they serve.
As with our customers, we are committed to providing personalized attention for our employees. We focus on developing our people by building proud, dynamic teams while helping employees reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"
Cultivate confidence.
At TruGreen, we do more than just care for lawns. We instill confidence in our customers. If youre driven to achieve a higher level of success, youll find challenge and real rewards with us.
Position Overview
Receives calls to resolve basic and routine customer concerns in a timely and professional manner. Acts as a liaison between the branch and the customer in order to achieve the highest level of customer satisfaction. Impacts revenues through efforts to retain and up sell existing customers.
Responsibilities
Answers inbound customer service calls with a warm and courteous greeting.
Resolves customer service concerns through the use of good listening skills, probing questions to determine root cause of the concern, and paraphrasing to check for understanding. Regularly seeks assistance to handle calls requiring extensive problem solving.
Uses agronomic knowledge/database to solve customer concerns. Use save training and current save offers to retain customers at every opportunity.
Maintains customer database through accurate and timely data entry. Updates may include customer contact information, service related updates, and financial data.
Identify opportunities and present additional services to existing customers based on customer needs and agronomic conditions.
Provides amicable resolution and reliable follow-up with the customer within the communicated timeframe.
Achieves and strives to exceed communicated quality standards as outlined in the Quality Assessment form.
Proactively provides dependable service while being available and open to the customer.
Communicates customer impacting trends and/or ideas for improvement to manager.
May perform outbound calls to internal and external customers to schedule applications and/or service calls.
Competencies
ServiceMaster Commitment
Customer Orientation/Positive Impact
Results Orientation/Sense of Urgency
Change Mastery
Relationship Building/Sensitivity
Problem Solving and Decision Making
Initiative
Education and Experience Requirements
High school diploma or general education degree (GED); or up to one year related experience and/or training, or equivalent combination of education and experience.
Associate degree from a two-year college or technical school preferred.
Knowledge, Skills, and Abilities
Requires basic knowledge of the organization, products and/or services.
Ability to project a professional and positive attitude with both internal and external customers.
Ability to read, comprehend and carry out simple instructions, short correspondence, and memos furnished in written, oral, diagram, or schedule form
Ability to effectively present information in one-on-one and small group situations to clients, customers, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and percent.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.