Customer Service Representative

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Full Time Clerical Lorton, Lorton, VA, US

Salary Range: $20.00 To $25.00 Hourly

Customer Service Representative

Lawn & Landscaping Division | Full-Time, Year-Round | In-Office | $20–$25/Hour

POSITION DETAILS

Compensation: $20.00 – $25.00 per hour, based on experience

Schedule: Monday – Friday, 7:00 AM – 4:00 PM (includes 1-hour lunch break)

Employment Type: Full-time, year-round

Reports To: Client Success Manager

Training: Paid training and onboarding provided — no prior lawn care knowledge required to apply

ABOUT THE ROLE

The Customer Service Representative plays a critical role in ensuring customer satisfaction by providing timely, accurate, and empathetic assistance to clients of our lawn and landscaping services. This position involves addressing inquiries about service schedules, treatment programs, billing, and property concerns, resolving issues, and guiding customers through service-related challenges to enhance their overall experience. The representative acts as the primary liaison between the company and its clients, fostering positive relationships and promoting long-term service retention.

In the lawn and landscaping industry, customer communication is especially important during peak seasons (spring and fall) and when weather affects scheduling. The representative must be able to clearly explain seasonal service programs, handle rescheduling requests professionally, and reassure customers during high-volume periods. Success requires strong communication skills, problem-solving ability, and a genuine commitment to exceptional service that keeps clients coming back year after year.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent.
• Proven experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
• Ability to handle multiple tasks and maintain composure in a fast-paced, seasonal environment.
• Comfortable managing a high volume of inbound calls and emails during spring and fall peak seasons.
• Ability to learn and accurately explain lawn care and landscaping service offerings, treatment schedules, and seasonal programs.

PREFERRED QUALIFICATIONS

• Associate's or Bachelor's degree in Business, Communications, Horticulture, or a related field.
• Prior experience in a lawn care, landscaping, home services, or property maintenance company.
• Familiarity with field service management software such as Service Autopilot, Jobber, Service Titan, Field Routes, LMN, or Aspire.
• Experience working in a call center or high-volume service environment.
• Familiarity with customer communication platforms such as Help Scout, Zendesk, or Salesforce.
• Bilingual abilities, especially in Spanish and English.
• Strong conflict resolution and negotiation skills.
• Basic knowledge of lawn care terminology (fertilization, aeration, over seeding, pre-emergent, irrigation, etc.).

RESPONSIBILITIES

• Customer Communication: Respond promptly and professionally to customer inquiries via phone, email, and chat channels regarding service schedules, treatment programs, billing, and property concerns.
• Scheduling & Rescheduling: Process new service requests, schedule appointments, and proactively communicate weather-related delays or cancellations to affected customers with courtesy and urgency.
• Estimates & Upselling: Assist customers with service estimates, explain available service packages and add-ons, and identify opportunities to recommend additional services that benefit the customer's property.
• Issue Resolution: Diagnose and resolve service quality complaints (e.g., missed areas, property concerns, application issues) by coordinating with the operations team or field crews as needed.
• CRM Documentation: Document all customer interactions, service notes, and resolutions accurately in the company's CRM or field service management system.
• Service Knowledge: Maintain up-to-date knowledge of all seasonal service programs, treatment schedules,…