Customer Experience Specialist

Description Make Every Conversation Count Position Summary

At Green Lawn Fertilizing and Green Pest Solutions, an exceptional customer experience is about more than answering a phone or completing a transaction. It is about understanding what a customer really needs, solving problems, building trust and creating relationships that last.

As our Customer Experience organization evolves, technology and automation will make routine customer interactions faster and easier. Customer Experience Specialists focus their talent where people make the greatest difference: complex questions, service concerns, customer education, relationship recovery, retention and the moments that determine how a customer feels about our company.

This is not a traditional call-center position.

We are looking for talented communicators and problem-solvers who listen carefully, think critically, remain composed under pressure and confidently guide customers toward the right solution. Every interaction is an opportunity to create value for the Customer, the Team and the Business.

Key Responsibilities

• Deliver a Five-Star Customer Experience through every interaction.
• Build trust by listening first, asking thoughtful questions and providing personalized solutions.
• Take ownership of customer concerns and work toward first-contact resolution whenever possible.
• Handle complex or emotionally charged conversations calmly, professionally and confidently.
• Identify the root cause of customer dissatisfaction rather than simply addressing the immediate request.
• Turn cancellation and skip requests into opportunities to understand concerns, reinforce value and preserve strong customer relationships when appropriate.
• Recover relationships following service issues, billing concerns, missed expectations or other customer frustrations.
• Educate homeowners about lawn, pest and related services so they understand what is happening on their property, what to expect and how our services create value.
• Use customer history, CRM information, AI-enabled tools and other resources to arrive at better solutions.
• Recognize customers who may be at risk and take proactive action when appropriate.
• Communicate clearly regarding account balances, payment concerns and available solutions.
• Accurately document customer interactions, commitments and next steps.
• Collaborate with Operations, Sales and other teams when an issue requires additional expertise while maintaining ownership of the customer experience.
• Participate in ongoing call review, role-playing, coaching and certification.
• Listen to and evaluate your own customer interactions and actively apply coaching to improve performance.
• Contribute to a team environment where Customer Experience Specialists learn from one another and share successful approaches.

What Success Looks Like:

Customer Outcomes: Customers feel heard, respected, educated and confident in the solution.

First-Contact Resolution: Issues are resolved correctly the first time whenever possible.

Customer Retention: Customers considering cancellation or skipping service remain when we can legitimately solve the underlying problem and demonstrate value.

Durable Retention: The customer is not simply saved today; the underlying issue is resolved well enough that the relationship lasts.

Service Recovery: Difficult situations are transformed into opportunities to rebuild trust.

Quality and Judgment: Solutions balance the customer's needs with company standards and sound business judgment.

Continuous Improvement: Coaching is welcomed, performance data is understood and new skills are consistently applied.

Team Contribution: Best practices are shared so the entire Customer Experience team gets better.

Core Competencies

Emotional Intelligence: Understand frustration without becoming defensive.

Curiosity: Ask questions before jumping to an answer.

Communication: Communicate with warmth, confidence, professionalism and clarity.

Influence: Help someone reconsider a decision without being aggressive or scripted.

Problem Solving: Look beyond symptoms to determine what is actually causing the problem.

Composure: Maintain quality and professionalism during difficult conversations.

Ownership: Drive customer concerns toward resolution rather than simply transferring the problem.

Commercial Judgment: Balance an exceptional customer experience with sound business decisions.

Coachability: Comfortably review recorded calls, receive feedback and practice until performance improves.

Technology Fluency: Learn CRM systems,…