Senior Customer Service Representative

Position Overview

Receives inbound calls to resolve routine and escalated customer service issues.

Provides support and assistance as a resource to new hires and peers; coaches and supports the development and acquisition of job‑specific skills; assists with onboarding, training and quality assurance.

• Receives inbound customer service calls, assesses root cause(s) of customer issues, and resolves customer concerns in a timely and professional manner.
• Follows standard policies, procedures, and scripts; may deviate from them to resolve escalated issues.
• Applies customer‑service training and prepared scripts to address and resolve concerns and overcome objections by telephone.
• Enters and maintains customer data (e.g., contact information, service plan, billing information) in the customer database accurately and timely.
• Assists management with seasonal recruiting by conducting phone screens using scripted interview guides.
• Conducts new‑hire training as needed; distributes and reviews materials to facilitate training and onboarding.
• Provides one‑on‑one training and coaching on specific job duties as needed; leads and/or participates in role‑play activities to practice and improve customer‑relations skills.
• Conducts quality‑assurance calls and provides feedback or training as needed.
• Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness.
• Reviews and ensures customer follow‑up requests are entered accurately and completely according to standard operating procedures.
• Identifies and communicates improvement opportunities or trends impacting the customer experience to management.

• High school diploma or GED required; associate’s degree preferred.
• 2‑3 years of customer service experience required; call‑center or related experience strongly preferred.

• Knowledge of lawn‑care services and products.
• Strong customer‑service skills, conflict resolution, and telemarketing.
• Accuracy and attention to detail in data entry.
• Sales skills, including upselling and overcoming objections.
• Verbal and written communication skills.
• Mathematical skills to perform calculations in all units of measure.
• Ability to work independently with limited supervision.
• Coaching and mentoring skills.
• Computer skills with Microsoft Office applications.
• Time‑management skills and punctuality.

Regular duties: sit, stand, walk, use hands and arms, speak, hear, and use vision. Occasionally required to lift or move up to 25 lbs and stoop, kneel, crouch or crawl. Noise level: low to moderate; adverse conditions: minimal.

• Pay range: $31,819.00 – $58,865.00.
• Benefits include medical, dental, vision insurance, and company‑matching 401(k) plan.

Tru Green is an Equal Opportunity/Affirmative Action Employer – Minorities/Females/Protected Veterans/Individuals with Disabilities. We encourage diverse candidates to apply to this position.