Customer Retention Specialist

ExperiGreen, a company of Turf Masters Brands Lawn Care, is dedicated to providing superior service and results to its customers. They are seeking a Customer Retention Specialist responsible for managing escalated customer issues, developing strategies to retain customers, and enhancing customer loyalty.

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

Skills

• High school diploma or GED
• 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
• 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
• Associate or bachelor's degree in business, Marketing, Communications, or a related field
• Experience with customer relationship management (CRM) software is preferred (RealGreen is a plus)

Company Overview

• ExperiGreen Lawn Care is a residential lawn care company. It was founded in 2016, and is headquartered in Mishawaka, Indiana, USA, with a workforce of 51-200 employees. Its website is https://www.experigreen.com.