Customer Service Advisor

• Engage with customers directly via telephone and e-mail, building rapport and delivering excellent levels of knowledge and customer service
• Provide advice and guidance on all GreenThumb treatments
• Recommend treatments according to lawn conditions and recognise opportunities to upsell where appropriate
• Onboard new customers according to process and arrange first treatment within agreed SLA
• Reschedule treatments for customers
• Handle all customer contacts in a professional manner, demonstrating appropriate levels of empathy
• Aim to recover any customer expressing dissatisfaction
• Ensure accurate records are kept and maintained
• Work collaboratively as a team to ensure all KPI’s are met
• Act as an ambassador for GreenThumb always, championing customer service excellence and exceptional behaviours
• Communicate and liaise effectively with all departments to ensure a customer centric approach
• Continue to learn about lawncare and GreenThumb’s products and undertake any training that enhances the skills of the role
• Encourage customers to utilise our automated service for card payments and promote payments via online banking to assist with adhering to debt KPIs and minimise manual payment processing
• Reschedule treatments for customers and ensure all exceptions are passed to Schedulers/Dispatchers within agreed timeframes
• Update Lawn Operatives immediately if customers reschedule or cancel within 24 hours of a pending treatment
• Comply with GDPR policies and procedures

• Superb verbal and written communication skills
• Ability to work individually and as part of a team
• A flexible and proactive approach to work
• Computer literacy including the use of Microsoft Word, Excel, and Outlook (preferred but not mandatory)
• Proven experience in providing high quality Customer Service
• Handling and resolving customer complaints
• Customer Retention
• Working in a target driven environment
• Must be eligible to work in UK

Contact Centre experience would be an advantage

• 22 days annual leave (rising to 26 days with service), plus all public/bank holidays
• Well-appointed office environment with free onsite parking
• Medical cash plan
• Employee discount scheme (discounts on major retail and leisure brands)
• Free lawn treatments
• Occupational sick pay, maternity pay, paternity pay schemes
• Job-specific training and continuous development opportunities
• Long-service recognition
• Christmas shutdown