Job Description

The purpose of the role is to interact with customers to provide technical advice and guidance on treatments to the nationwide network of company corporate customers, through excellent customer service practices. You will be involved in all aspects of interactions with our customers as well as rescheduling treatments throughout the year and recommending appropriate solutions to achieve a wonderful lawn. You will also have communications with our network of Lawn Operatives and branch managers in the field.

Main duties:

• Engage with customers directly via telephone and e-mail, building rapport and delivering excellent levels of knowledge and customer service
• Take ownership of customer problems, solving them at first point of contact and escalate when required.
• Provide advice and guidance on all our treatments dependent on the time of year and weather conditions, adhering to the method at all times
• Recommend treatments according to lawn conditions and recognize opportunities to upsell where appropriate
• Encourage customers to utilize our automated service for card payments and promote payments via online banking to assist with adhering to debt KPIs and minimize manual payment processing
• Onboard new customers according to process and arrange first treatment within agreed SLAs
• Set up Direct Debits for customers according to programme type
• Reschedule treatments for customers and ensure all exceptions are passed to Schedulers/Dispatchers within agreed timeframes
• Update Lawn Operatives immediately if customers reschedule or cancel within 24 hours of a pending treatments.
• Handle all customer contacts in a professional, prompt and courteous manner, demonstrating appropriate levels of empathy
• Aim to recover any customer expressing dissatisfaction using the company recovery process
• Ensure accurate records are kept and maintained, making clear and concise notes in all required fields
• Work collaboratively as a team to ensure all KPI’s are met
• Adhere to all our policies and procedures at all times
• Act as an ambassador for us at all times, championing customer service excellence and exceptional behaviors
• Communicate and liaise effectively with all departments to ensure a customer centric approach
• Continue to learn about lawn care and our products and undertake any training that enhances the skills of the role
• Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment

Required Knowledge, Skills, and Abilities

Excellent communication - oral and written. Continuous improvement mind set which will be evidenced in the improvement of customer centric measures. Developing over time, a deeper level of expertise in all areas of your role. Adaptable to change and willing to embrace new ideas. Positive and approachable manner. Team player. A flexible and proactive approach to work. Handling and resolving customer complaints. Call Centre experience or working in a very busy service environment an advantage.