TruGreen
InboundCustomerRetentionRepresentative
Neural analysis suggests this role is
optimal for Entry candidates.
“Inbound Customer Retention Representative at TruGreen. Skills: Customer retention, Sales, Customer service. Receive inbound calls from customers. Resolve concerns and present offers to retain customers”
What You'll Achieve.
Meet product, and service sales retention targets
Industry & Context.
Problem Solving and Decision Making
Physically located in the United States, 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
What They're Looking For.
Must Have
High school diploma or general education degree (GED), up to one-year related experience and/or training, 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
Nice to Have
Associate degree from a two-year college or technical school
What You'll Do.
Receive inbound calls from customers
Resolve concerns and present offers to retain customers
Use saving techniques to meet targets
and benefits of products
Resolve customer complaints and concerns
Provide follow-up on customer complaints
Escalate customer issues requiring problem solving
Apply 5 Pillar Quality standards
Use save training and specialized offers
Notify customer of findings
Update and maintain customer database
Represent the TruGreen brand
How You'll Work.
Communication Scope
Written communication skills; Verbal communication skills
Full Job Description
101966 201 Bucky Drive, Lititz, Pennsylvania 17543 _TruGreen accepts applications on an ongoing basis._ ## **_Job Description_** TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!" **Position Overview** Receives inbound call from a customer with a potential cancel. Inbound representative is responsible for 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, in a commission or incentive pay driven environment. The objective is to 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. **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. **Competencies** * **Customer F
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