Customer Service Representative

Description

Join Our Team at The Masters Lawn and Pest!

For over 20 years, The Master's Lawn and Pest has proudly served homes and businesses with expert lawn and landscape services. Our team of certified, experienced professionals is passionate about creating and maintaining beautiful outdoor spaces, from routine lawn care to full-scale landscaping projects. We’re committed to delivering exceptional service to our clients and cultivating a positive, growth-focused environment for our team members.

The Masters Mission

Our mission is to continually grow professional team members that exceed our client's expectations. We believe that by investing in the growth and well-being of our staff, they will provide our clients with a consistent and quality service. Our track record of this speaks for itself in our local awards, testimonials, and hundreds of five-star reviews!

About the Role

The Customer Service Representative (CSR) is the primary point of contact for existing clients and serves as a client advocate. This role is focused on delivering prompt, professional, and empathetic customer service while resolving basic inquiries, managing billing and collections-related tasks, and ensuring accurate documentation. The CSR plays a critical role in maintaining client satisfaction, supporting internal teams, and improving overall service quality.

Requirements

Key Responsibilities

• Serve as the primary point of contact for existing clients via phone and other inbound communication channels.
• Provide prompt, courteous, professional, and solution-oriented service in all client interactions.
• Handle inbound client calls and inquiries, addressing requests efficiently and accurately.
• Follow up on client-related items entered into CRM system to ensure timely and complete resolution.
• Resolve routine client issues independently and escalate complex matters in accordance with established escalation procedures.
• Maintain up-to-date client records and internal notes to ensure visibility and continuity across teams.
• Assist clients with AutoPay enrollment, including obtaining, verifying, and documenting required authorizations.
• Take client payments securely and accurately, and answer basic billing or payment-related questions.

Skills and Requirements

• Strong verbal and written communication skills with a professional and courteous phone presence
• Excellent customer service skills with the ability to remain calm, empathetic, and solution-focused
• Strong problem-solving skills and the ability to resolve straightforward issues efficiently
• Attention to detail with accurate data entry and documentation skills
• Time management and organizational skills with the ability to manage multiple tasks and priorities
• Basic math skills for handling billing inquiries, payments, and collections
• Ability to follow established processes, policies, and performance metrics
• Proficiency in using customer service systems, CRM platforms
• Ability to work independently while also collaborating effectively with a team

Minimum Required Experience and Education

• 2–5 years of experience in a service-based industry
• Minimum of 1 year of customer service experience
• Proficiency with technology, including Google Workspace and Microsoft Office
• Experience with CRM systems; Aspire experience preferred

Benefits

• Competitive salary with quarterly incentive and profit-sharing opportunities
• Paid time off (PTO) and paid holidays
• Health Insurance
• IRA with 3% company match
• Life insurance
• Opportunities for professional growth and advancement
• Ongoing training and development
• Quarterly team-building events and a supportive, team-oriented culture

This job description is intended to outline the general responsibilities and qualifications for the role. It is not an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Additional tasks may be assigned as needed to meet the goals of the company.