Customer Service Representative

Job Description: Customer Service Representative

Title: Customer Service Representative (CSR)

Key Responsibilities

Customer Support & Communication

• Answer incoming phone calls, emails, and online inquiries promptly and professionally.
• Respond to customer questions regarding services, scheduling, billing, and general account information.
• Maintain a friendly, helpful, and solution-oriented approach with all customers.
• Communicate service updates, weather delays, and snow event notifications as needed.

Scheduling & Coordination

• Coordinate with operations and field supervisors to ensure accurate service delivery.
• Enter and update customer information, service requests, and notes in company software.
• Assist with route changes, special requests, and service follow-ups.

Sales & Account Support

• Support sales efforts by answering service questions and providing basic service information.
• Assist with lead intake and routing to sales or management staff.
• Help with contract renewals, service changes, and add-on services.
• Follow up with customers to ensure satisfaction and retention.

Billing & Administrative Support

• Assist with invoicing, payment processing, and basic billing inquiries.
• Address customer billing questions and escalate issues when necessary.
• Maintain accurate records of customer interactions and service history.
• Assist with administrative tasks such as filing, data entry, and reporting.

Quality Control & Customer Retention

• Log and track customer concerns, complaints, and resolutions.
• Follow up to ensure issues are resolved in a timely and satisfactory manner.
• Support company efforts to maintain high customer satisfaction and retention rates.

Qualifications & Skills

• High school diploma or equivalent required.
• Previous customer service experience preferred; landscaping or service-industry experience a plus.
• Strong communication skills, both verbal and written.
• Ability to multitask and remain organized in a fast-paced environment.
• Proficient with computers, email, and basic office software; CRM or scheduling software experience preferred.
• Professional demeanor with a positive, team-oriented attitude.

Work Environment

• Office-based position with frequent interaction with field staff.
• Seasonal workload fluctuations; overtime may be required during peak season or snow events.
• Must be dependable and flexible, especially during weather-related service demands

Schedule

Position is full time. Forty hours per week. Monday through Friday 8:30 to 5pm with 30 min unpaid lunch.

What We Offer

• Competitive hourly wage based on experience
• Bi-Weekly pay
• A supportive, organized team environment
• 401K
• PTO
• Healthcare clinic membership