Inbound Retention Representative

Position Overview

TruGreen is committed to providing personalized attention for our associates while building proud, dynamic teams. In this role, you will receive inbound calls from customers considering cancellation. You are responsible for resolving concerns and presenting root cause related offers to retain business using high value saving techniques. You will meet product and service sales retention targets in a commission/incentive-driven environment by explaining the overall value, features, and benefits of all TruGreen products and services.

Key Responsibilities

• Receive calls from canceling customers, resolve concerns, and retain the customer’s business.
• Provide immediate follow-up on customer complaints and set proper expectations for next steps.
• Escalate complex customer issues to ensure a closed-loop experience and continual process improvement.
• Apply the 5 Pillar Quality standards according to the TruGreen QA Model.
• Utilize save training and specialized offers to maintain customer accounts.
• Notify customers and relevant personnel of findings, account adjustments, and recommendations.
• Update and maintain an accurate customer database with timely data entry.
• Represent the TruGreen brand positively in all written and oral communications.

Required Qualifications

• High school diploma or GED; or up to one year of related experience/training, or an equivalent combination.
• Minimum of 1 year of Sales or 2 years of Customer Care experience.
• Ability to build strong customer relationships and deliver customer-centric solutions.
• Effective conflict resolution, active listening, and communication skills.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and general computer skills.
• Strong attention to detail, time management, and multitasking abilities.

Preferred Qualifications

• Associate degree from a two-year college or technical school.

Benefits & Perks

• Compensation: $30,436.00 - $54,785.00* (This range is based on qualifications, experience, training, and other considerations.)
• Benefits: Medical, Dental, and Vision insurance, along with a company-matching 401(k) plan.
• Opportunities for career development in a dynamic, diverse, and inclusive work environment.
• Commitment to hiring veterans and fostering an inclusive workforce.

*Most candidates will start in the bottom half of the range; the upper end is reserved for candidates with extensive experience.