The Role: Customer Service Representative

Reports To: Customer Service Manager

Who We Are: Lucia Landscaping Inc. is a well-established premier full-service landscaping, snow, lighting, and construction company that has been in operation for 30 years in Southeastern Michigan. We have an award-winning team & culture with high growth and were awarded one of the 2021 Crain’s Coolest Places to Work!

The Opportunity: As a Customer Service Representative you will serve as a liaison between our clients and our company. You will answer inquiries, schedule appointments, maintain client records, promote and recommend services and sales, and resolve issues that may arise regarding the account. A focus will be placed on delivering a world class client experience which will be achieved by active listening, a sense of urgency, and a heavy emphasis on client satisfaction. Additionally, the Client Service Representative will need to exhibit distinguished communication and people skills, attention to detail, and the ability to multi-task.

Our One Team Vision: We center our focus on our team and our culture, which is driven by our One Team mentality that provides an unparalleled experience for our clients while creating a brighter future of opportunity for each and every one of our team members.

What We Value:

① One Team ② Service Heart ③ Accountability ④ GRIT ⑤ Innovation

Your Day to Day:

· Answer a multi-line phone system; properly filter concise and detailed information to appropriate individuals

· Professionally and promptly address client inquiries via phone, email, text, and web chat

· Answer general inquiries about our company and the services that we offer

· Schedule and arrange daily appointments for our division managers

· Ensure all assigned customer requests are fulfilled to satisfaction in a timely fashion

· Data entry, review, and verification of various measurable as determined by the company

· Enter, maintain, and update client information files, estimates, agreements, and invoices.

· Print, assign, and detail estimate requests, to-do tasks, work orders and statements

· Oversee and execute client billing and process payments on their account

· Track and record data for preexisting company performance targets

· Initiate and/or accept any tasks that are needed to enhance the company

· Ability to cross-sell, up-sell, and promote company membership packages

· Provide detailed support to sales staff and operations team

· Pull and conduct reporting on client communication and sales metrics

· Ability to intuitively problem solve and seek resolutions

· Maintain a “can-do” and upbeat personality

Who You Are (Qualifications & Skills) – Must Haves:

· Minimum one year in professional office environment

· Proficient using Microsoft Office Suite

· Detail orientated, consistent and accurate outputted work, and organized individuals

· Excellent communication skills - both written and verbal

· Efficient in time management and the ability to take initiative with little or no direction

· The desire to learn and grow both our organization and yourself

· Ability to understand client needs and wants, and integrate into estimate when applicable

· Excellent leadership qualities, organizations skills and the ability to problem solve

· Driver’s license with clean driving record

It’d Be Nice If You Have:

· Knowledge of Service Titan, Service Auto Pilot and other client management systems

The Good Stuff: The Client Service Representative is eligible to receive:

· Competitive Compensation: Salary + Bonus

· Benefits Offered: Health, Dental, Vision, and Life

· Company Sponsored 401K Program

· Paid Time Off starting at 10 days annually + Holiday Days – 6 days observed: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, and Christmas Day

· Opportunity for Advancement - Cross Training and Certifications

· State of the Art Equipment and Technology

· Incentive Programs (Employee of the month, referral rewards, and other programs)

The Need to Knows:

Job Type: Full-time

Schedule:

Monday to Friday: Start - between 7am & 8am; End - between 5pm & 6pm (Fixed Schedule/Hours Determined Upon Hire)
Rotating 5 hour Saturday shift (approx. 1 every 3-4 weeks): Start - 8am; End - 1pm

Work setting:

In-person - 100%

Education:

High school or equivalent (Required)

Experience:

Customer service: 1 year (Required)

Pay:

$36,000.00 - $42,000.00 per year