TruGreen
InboundRetentionRepresentative
Neural analysis suggests this role is
optimal for Entry candidates.
“Inbound Retention Representative at TruGreen. Skills: Customer Focus, Drives Results, Situational Adaptability, Accountability, Problem Solving and Decision Making, Conflict resolution skills. 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.
meeting 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
Ability to speak, read and write fluently in English is required, You MUST BE physically located in the United States while performing this job, 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), 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
Nice to Have
Associate degree from a two-year college or technical school
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
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; Ability to speak, read and write fluently in English
Full Job Description
101966 18910 Woodfield Road, Gaithersburg, Maryland 20879 _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** * **Cus
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