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. Provides coaching 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 to achieve the highest level of customer satisfaction.
• Follows standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
• May deviate from standard scripts and processes to resolve escalated customer issues.
• Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone.
• Enters and maintains customer data (e.g., contact information, service plan, billing information) into 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 help facilitate training and onboarding.
• Provides one‑on‑one training and coaching on specific job duties as needed.
• Leads and/or participates in frequent role‑play activities with new hires and peers to practice and improve customer relations skills (e.g., scripting, overcoming customer objections) and effectiveness.
• Conducts quality assurance calls and ensures adherence to standards, provides feedback and/or training as needed.
• Monitors staffing coverage and call availability to ensure schedule adherence and customer responsiveness.
• Reviews and ensures customer follow‑up requests (CFRs) are entered accurately and completely according to SOPs.
• Identifies and communicates improvement opportunities or trends impacting the customer experience to management.

High school diploma/GED required. Associate’s degree preferred.

2–3 years of customer service experience required. Call center or related experience strongly preferred.

You must be physically located in the United States while performing this job.

• Knowledge of lawn care services and products.
• Customer service skills, including conflict resolution and telemarketing.
• Accuracy and attention to detail for checking written and/or numeric data to detect errors or omissions.
• Sales skills, including up‑selling and overcoming objections.
• Verbal and written communication skills.
• Mathematical skills to calculate (add, subtract, multiply, divide) in all units of measure, using whole numbers and decimals to determine rate, ratio, and percent.
• Ability to work independently under limited supervision.
• Coaching and mentoring skills.
• Computer skills with Microsoft Office applications (Word, Excel, Outlook).
• Data entry skills.
• Time management skills, including punctuality for on‑time attendance.

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

• Regularly required to: sit, stand, walk; use hands and arms to handle, feel or reach; speak and hear; use close vision abilities.
• Occasionally required to lift or move up to 25 lbs; stoop, kneel, crouch or crawl.

Noise level: low to moderate. Adverse conditions: minimal.

$31,819.00 – $58,865.00 (based on qualifications, experience, location, etc.)

Medical/Dental/Vision insurance and company‑matching 401(k) in addition to other programs.

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

Tru Green is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce.