Customer Service Representative

Overview

Customer Service Representative (Administrative)

POSITION:
Customer Service Rep
DIVISION:
Master Lawn

REPORTS TO:

Office Manager
FLSA STATUS:
Non-Exempt

Michael Hatcher & Associates has provided commercial landscape services in the mid-south since 1986. We specialize in commercial landscape installation and maintenance, including irrigation, with a service portfolio that includes professional and medical offices, retail centers, industrial complexes, multi-family developments, and homeowner association communities. We also deliver lawn care fertilization and weed control via the customer-facing brand Master Lawn.

Our commitment to quality is driven by three Core Values:
Integrity, Teamwork, and Excellence, and nine Winning Behaviors. Whether dealing with our customers or teammates, we strive to Tell the Truth, Do the Next Right Thing, and Love, Respect and Protect. We endeavor to perform our work with a Positive Can-Do Attitude, allow ourselves to Coach and Be Coached, and make time to Celebrate and Have Fun. We also Expect to Win, encourage one another to Own Your Outcomes, and promise to Deliver on Commitments.

From crew members and technicians to support staff and senior leadership, this culture concept is shared by our talented team at every level which has led to our long-term success.

As a Customer Service Representative (CSR) for our Lawn Care division, you will be the first line of contact for our customers. You will work closely with our Accounts Receivable, Lawn Technicians, Route Coordinator, and Sales Teams to ensure that customers needs are met and concerns with billing, scheduling, or lawn appearance are resolved.

• Answers inbound phone calls directed to the Customer Service and Scheduling phone queue.
• Responds daily to all communications (voicemails and emails) from customers and team members in a timely manner.
• Communicates with Lawn Technicians any necessary information from customers.
• Posts payments to customers accounts.
• Resolves customer concerns around scheduling, service, or billing.
• Reviews GPS for accuracy of treatments.
• Prints and mails or emails invoices and statements as needed.
• Works with Lawn Technicians to update changes to accounts such as treatment maps, new contact information, or special requests from customers.
• Updates customer call logs with any pertinent information.
• Prepares prepay letter document for customers that would like to pay in advance for services.
• Researches and investigates disputes with services to ensure customer retention.
• Communicates discrepancies to direct supervisor.
• Activates automatic payments for customers accounts when requested.
• Activates installment plans for customers as requested.
• Operates all necessary software and platforms such as Real Green and Deep Lawn.
• Keeps up to date with all lawn care services and programs offered to accurately communicate to customer.
• Responds to customers billing inquiries in text message platform.
• Other duties as assigned.

• 1+ years experience in lawn care industry
• 1+ years collections experience
• Regular and predictable attendance
• Positive Can-Do attitude
• Demonstrates flexibility and team mentality
• Effective problem-solving skills
• Ability to handle adversity
• Ability and desire to add value at every opportunity
• Strong communications skills
• Ability to provide a hands-on approach to task management
• Basic computer skills
• Maintain a clean and organized workspace
• Practice company safety behaviors at all times
• Embraces doing a QUALITY JOB each and every time

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Physical demands are essentially those of sedentary work, and tasks may require extended periods at a keyboard or workstation.
• Regularly stand, walk, sit, bend, and squat; kneel; use hands to handle, control, or feel objects.
• Talk or hear, understand, and distinguish speech and other sounds.
• Walk significant distances on uneven ground and work outside in all weather conditions.
• Climb a ladder or other structure, reach above their head, and lift or push up to 15 pounds.
• Specific vision abilities required include close vision, depth perception, and the ability to adjust focus.
• Stress level is moderate. Noise level is moderate to loud.

Michael Hatcher & Associates is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are passionate about safety and are ready to make a significant impact, we encourage you to apply!