JOB SUMMARY

We are currently looking for a Customer Service Advisor to work Thursday & Friday 09:00 - 17:00.
The purpose of the role is to interact with customers to provide technical advice and guidance on treatments to our 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 Lawn Operatives in the field.

EXPERIENCE

• Proven experience in providing high quality Customer Service
• Handling and resolving customer complaints
• Customer Retention
• Working in a target driven environment
• Office work experience Previous experience in a customer service role is preferred but not essential.
• A positive attitude and the ability to work well under pressure in a fast-paced environment are essential for success in this role.
  Join us in delivering outstanding service and making a difference for our customers!
  Job Type: Part-time
  Pay: £13.00 per hour
  Expected hours: 16 per week

Benefits:

• Company pension
• Free parking
• On-site parking

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (required)
• Computer skills: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In perso

• Engage with customers directly via telephone and e-mail, building rapport and delivering excellent levels of knowledge and customer service.
• Taking ownership of the customers journey when contacting GreenThumb
• Identify any instances which could drive further contact, to ensure First Contact Resolution is achieved
• Provide advice and guidance on all GreenThumb treatments dependent on the time of year and weather conditions, promoting the GreenThumb method
• Recommend treatments according to lawn conditions and recognise opportunities to upsell where appropriate
• Take payments over the telephone, promote customers to make payments via online banking and encourage customers to make payments via our GreenThumb customer portal.
• Onboard new customers according to process and arrange first treatment.
• Set up Direct Debits for customers according to programme type
• Reschedule treatments for customers.
• Carry out follow up phone calls for treatment recommendations made by the lawn operatives.
• Update Lawn Operatives immediately if customers reschedule or cancel within 24 hours of a pending treatment
• 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 GreenThumb recovery process
• Ensure accurate records are kept and maintained, making clear and concise notes in all required fields.
• Always adhere to all GreenThumb policies and procedures
• Act as an ambassador for GreenThumb, championing customer service excellence and exceptional behaviours
• Continue to learn about lawncare and GreenThumb’s 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