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Customer Retention Specialist

Misawaka, IN

At ExperiGreen, a company of Turf Masters Brands Lawn Care, our goal is to provide our customers with superior service and results in everything we do. We are locally managed and nationally supported, so you can rest assured you will receive the best in products and technology that deliver the results customers expect. Our employees are highly trained and own the customer relationship. With over 400 years of experience in the industry, we believe we offer better customer experience and superior results.

Because of the continued growth of our company, ExperiGreen, an extension of Turf Masters Brands Lawn Care, is currently seeking a Customer Retention Specialist. If you set high standards for Excellence, Integrity, and Customer Service, this may be the position for you. Apply now and learn more about opportunities with ExperiGreen.

Responsible for solving and managing escalated customer issues with pending cancelation requests. Work with management to assist in developing and executing strategies to retain customers and enhance customer loyalty.  

Education:  

High school diploma or GED

Associate or bachelor's degree in business, Marketing, Communications, or a related field preferred. 

Experience:  

  • 2+ years of experience in Field Technician, Sales or Customer Service role in the lawn care industry. 
  • Proven track record of managing customer relationships and improving customer retention rates. 
  • Experience with customer relationship management (CRM) software is preferred (RealGreen is a plus). 

Skills:  

  • Excellent communication, negotiation, and interpersonal skills. 
  • Strong communication, negotiation, and problem-solving skills. 
  • Ability to build strong relationships and effectively manage customer expectations. 
  • Proficiency in Microsoft Office Suite, Google Suite, and CRM systems. 
  • Strong organizational skills with attention to detail and follow-up. 
  • Ability to manage multiple priorities and work under pressure in a fast-paced environment. 
  • Analytical skills to assess customer feedback and retention metrics to identify trends and areas for improvement. 
  • Proven ability to de-escalate concerns and deliver customer-focused solutions. 
  • A positive, professional attitude with a focus on relationship building and teamwork. 
  • Ability to multitask, work independently, and thrive in a fast-paced environment. 

General Responsibilities: 

  • Assist in developing and implementing customer retention strategies to reduce churn and enhance loyalty. 
  • Proactively reach out to at-risk customers to address concerns, provide solutions, and encourage continued business. 
  • Monitor customer feedback, identify patterns of dissatisfaction, and work to resolve issues quickly and efficiently. 
  • Collaborate with sales, field, and operations teams to ensure a seamless and positive customer experience. 
  • Track and report on customer retention metrics and performance, analyzing data to recommend improvements. 
  • Provide personalized service to high-value customers, addressing their unique needs and ensuring satisfaction. 
  • Follow up on customer complaints and service challenges, collaborating with operations and field teams to ensure timely resolution. 
  • Handle customer complaints and disputes in a professional manner, working to find mutually beneficial resolutions. 
  • Identify opportunities to promote and upsell additional lawn care services and products that align with customer needs. 
  • Develop and maintain strong relationships with customers by offering personalized recommendations and demonstrating value. 
  • Assist in customer loyalty initiatives, such as special promotions, follow-up calls, and customer appreciation efforts. 
  • Track and document retention efforts, customer feedback, and outcomes in the CRM system. 

We are committed to diversity, equity, and inclusion in the workplace and provide consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state, or local law.

Hourly: $19 - $22 per hour with a generous commission plan

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