Customer Service Representative in Lorton, Virginia at Brandon Rushing Lawn & Garden Care
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Job Description
Customer Service Representative
Lawn & Landscaping Division | Full-Time, Year-Round | In-Office | $20–$25/Hour
POSITION DETAILS
Compensation: $20.00 – $25.00 per hour, based on experience
Schedule: Monday – Friday, 7:00 AM – 4:00 PM (includes 1-hour lunch break)
Employment Type: Full-time, year-round
Reports To: Client Success Manager
Training: Paid training and onboarding provided — no prior lawn care knowledge required to apply
ABOUT THE ROLE
The Customer Service Representative plays a critical role in ensuring customer satisfaction by providing timely, accurate, and empathetic assistance to clients of our lawn and landscaping services. This position involves addressing inquiries about service schedules, treatment programs, billing, and property concerns, resolving issues, and guiding customers through service-related challenges to enhance their overall experience. The representative acts as the primary liaison between the company and its clients, fostering positive relationships and promoting long-term service retention.
In the lawn and landscaping industry, customer communication is especially important during peak seasons (spring and fall) and when weather affects scheduling. The representative must be able to clearly explain seasonal service programs, handle rescheduling requests professionally, and reassure customers during high-volume periods. Success requires strong communication skills, problem-solving ability, and a genuine commitment to exceptional service that keeps clients coming back year after year.
MINIMUM QUALIFICATIONS
- High school diploma or equivalent.
- Proven experience in a customer service or support role.
- Excellent verbal and written communication skills.
- Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
- Ability to handle multiple tasks and maintain composure in a fast-paced, seasonal environment.
- Comfortable managing a high volume of inbound calls and emails during spring and fall peak seasons.
- Ability to learn and accurately explain lawn care and landscaping service offerings, treatment schedules, and seasonal programs.
PREFERRED QUALIFICATIONS
- Associate's or Bachelor's degree in Business, Communications, Horticulture, or a related field.
- Prior experience in a lawn care, landscaping, home services, or property maintenance company.
- Familiarity with field service management software such as Service Autopilot, Jobber, ServiceTitan, FieldRoutes, LMN, or Aspire.
- Experience working in a call center or high-volume service environment.
- Familiarity with customer communication platforms such as Help Scout, Zendesk, or Salesforce.
- Bilingual abilities, especially in Spanish and English.
- Strong conflict resolution and negotiation skills.
- Basic knowledge of lawn care terminology (fertilization, aeration, overseeding, pre-emergent, irrigation, etc.).
RESPONSIBILITIES
- Customer Communication: Respond promptly and professionally to customer inquiries via phone, email, and chat channels regarding service schedules, treatment programs, billing, and property concerns.
- Scheduling & Rescheduling: Process new service requests, schedule appointments, and proactively communicate weather-related delays or cancellations to affected customers with courtesy and urgency.
- Estimates & Upselling: Assist customers with service estimates, explain available service packages and add-ons, and identify opportunities to recommend additional services that benefit the customer's property.
- Issue Resolution: Diagnose and resolve service quality complaints (e.g., missed areas, property concerns, application issues) by coordinating with the operations team or field crews as needed.
- CRM Documentation: Document all customer interactions, service notes, and resolutions accurately in the company's CRM or field service management system.
- Service Knowledge: Maintain up-to-date knowledge of all seasonal service programs, treatment schedules, pricing, and company policies to provide accurate information to customers.
- Escalation: Identify and escalate complex or unresolved issues to the Client Success Manager in a timely manner.
- Seasonal Surge Support: Assist the team during peak-volume periods (spring startup, fall cleanup, and first frost notifications) with increased call volume and scheduling demands.
- Agreement & Billing Support: Help customers understand service agreements, payment plans, and invoices, and direct billing disputes to the appropriate team member.
SKILLS
Strong communication skills enable the representative to clearly understand client needs, explain seasonal service programs, and convey solutions effectively. Problem-solving ability is essential for resolving service complaints, coordinating rescheduling, and addressing property concerns quickly and professionally. Proficiency with field service management software (Service Autopilot) and customer communication platforms (Help Scout) allows for efficient tracking of client interactions, service histories, and follow-ups. Multitasking and time management skills are used daily to manage high call volumes during peak seasons while maintaining quality. A working knowledge of lawn care and landscaping services allows the representative to speak knowledgeably with clients about their property needs. Preferred skills such as bilingual communication, conflict resolution, and familiarity with the seasonal nature of outdoor services further enhance the ability to serve a diverse customer base and manage challenging situations with professionalism.
PERFORMANCE EXPECTATIONS
Success in this role is measured against the following standards, drawn directly from the BRLGC Service Resolution & Cancellation Playbook:
- 90% In-Team Resolution Rate: 90% of all service questions and concerns are expected to be resolved at the Support or Operations level, without requiring escalation to Sales leadership or a Lawn & Garden Specialist.
- 88% Annual Client Retention Goal: The Support Team plays a direct role in achieving the company’s 88% client retention target through fast, professional, and empathetic service resolution.
- 10-Minute Cancellation Response: All cancellation requests and early warning signals (e.g., agreement requests, cancellation inquiries) received during business hours must receive a live return call within 10 minutes.
- 100% Help Scout Tagging Compliance: Every client conversation in Help Scout must include at least one Level 1 tag identifying the reason for contact. Consistent tagging allows leadership to identify service patterns and improve operational performance.
- Escalation Accuracy: Issues are correctly triaged and routed: Level 1 (CSR resolution), Level 2 (Client Success Manager investigation), or Level 3 (Lawn & Garden Specialist consultation). Misrouted issues or unnecessary escalations are tracked and reviewed.
- Documentation Completeness: All service callbacks, damage cases, and client interactions are fully documented in Service Autopilot and Help Scout with required approvals and job notes updated after resolution.
- New Client Onboarding Support: CSR supports the 45-day new client onboarding process, ensuring new clients understand their service program, have portal access, and know how to reach the Support Team for service questions.