Outbound Customer Retention Representative

Company: TruGreen
Location: Denton
Posted on: January 15, 2022

Job Description:

R179331021431801 Lakepointe Dr, Lewisville, Texas 75057 Job Description TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!" Position Overview The customer retention representative is a solid professional responsible for driving/improving customer satisfaction and experience through effective communication and partnership with current and at-risk customers. This representative will place outbound calls to proactively engage with both at-risk and loyal customers to understand their service needs, resolve concerns, and recommend a customized solution from TruGreen's suite of services. By leveraging intermediate agronomic knowledge and high-value selling techniques, this representative will strive to meet customer-retention goals in a commission or incentive-pay driven environment. Responsibilities 1. Engages with customers who have requested cancellation of service via outbound calls to identify root cause and attempt to retain them on a full program of TruGreen products and services. 2. Focuses primarily on retention call campaigns and provides overflow support for outbound leads. 3. Disposition accounts with detailed, accurate customer-information in TruGreen systems in order to provide solutions/recommendations based on current services delivered. 4. Identifies needs of customer and offers services and/or products that are specific to the customer. 5. Promotes additional products and/or services that are available to the customer location. 6. Applies consultative-saves process in customer interactions to retain customers. 7. Successfully completes all designated certifications/coursework related to sales and product knowledge. 8. Achieves key metrics (including sales and retention targets) while consistently creating a best-in-class customer experience. 9. Demonstrates TruGreen's core values (Integrity, Safety, Community, Service, Teamwork) Competencies Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
Drives Results - Consistently achieving results, even under tough circumstances.
Drives Results - Ability to listen, overcome objections and ultimately resolve by saving customer account.
Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
Accountability - holding self and others accountable to meet commitments.
Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Resiliency - Rebounding from setbacks and adversity when facing difficult situations.
Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity Education and Experience Requirements High school diploma or general education degree (GED); or up to one year related experience and/or training, or an equivalent combination of education and experience
1 Year Sales experience or 2 Years Customer Care experience 6 months of sales experience or 1 year of customer-care experience required Associate degree from a two-year college or technical school or equivalent, relevant experience strongly preferred Knowledge, Skills, and Abilities Ability to build trust and strengthen customer relationships with superior customer-service
Emotional intelligence and empathy ability to cope with and resolve escalated customer concerns
Strong Verbal and Written Communication Skills
Working knowledge of Microsoft Word, Excel, Windows and Outlook, as well as web-based applications
Knowledge of sales and up-selling techniques (e.g. overcoming objections, closing sales, suggestive selling)
Must be available to work evenings, weekends, and holidays with possible shifting schedules as needed
Intermediate agronomic knowledge on core topics including lawn care, horticulture, and pest control Physical Demands & Working Conditions 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 and 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 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise level o Low to moderate Adverse Conditions o Minimal TruGreen 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. To learn more, Click Here or to request an application accommodation, Click Here. California Residents: for information on personal data we collect as part of the application process, Click Here. TruGreen performs pre-employment testing. Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing. I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time.

Keywords: TruGreen, Denton , Outbound Customer Retention Representative, Other , Denton, Texas