TruGreen
InboundCustomerRetentionRepresentative
“Inbound Customer Retention Representative at TruGreen. Skills: Customer Retention, Sales, Customer Service, Conflict Resolution. Receives inbound call from a customer with a potential cancel.. Resolving concerns and presenting root cause related offers in order to retain the customer’s business.”
What You'll Achieve.
Meet product, and service sales retention targets
Industry & Context.
Problem Solving and Decision Making; Knowledge and ability to cope with and resolve escalated customer service issues; Conflict resolution skills
Sit, stand and walk, Use hands and arms to handle, feel or reach, Speak and hear, Use close vision abilities, Lift or move up to 25 lbs. independently, Stoop, kneel, crouch or crawl, MUST BE physically located in the United States while performing this job
What They're Looking For.
Must Have
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 1Year 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 Have
Associate degree from a two-year college or technical school preferred
What You'll Do.
Receives inbound call from a customer with a potential cancel.
Resolving concerns and presenting root cause related offers in order to retain the customer’s business.
Use high value saving techniques to meet product
and service sales retention targets.
Retain customers who are requesting termination of service(s) or rewarding loyal customers
through explanation of the overall value
features and benefits of all products and services offered by TruGreen.
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
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.
How You'll Work.
Communication Scope
Written and verbal communication skills
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