Customer Service Advisor

GreenThumb Ltd; St Asaph; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading lawn care company in Wales is looking for a Customer Service Advisor to provide exceptional service to customers. The role involves engaging with customers to provide advice, schedule treatments, and ensure satisfaction. The ideal candidate will have superb communication skills and a proactive approach, with a preference for experience in customer service. This full-time position includes various benefits, including generous leave and a supportive work environment.

Benefits

22 days annual leave (rising to 26 days)

Medical cash plan

Employee discount scheme

Job-specific training and development opportunities

Qualifications

• Experience providing high-quality customer service.
• Ability to work in a target-driven environment.
• Contact center experience is an advantage.

Responsibilities

• Engage with customers via telephone and e-mail, delivering excellent service.
• Provide advice on treatments and upsell where appropriate.
• Maintain accurate records of customer interactions.

Skills

Verbal communication skills

Written communication skills

Teamwork

Customer retention

Computer literacy

Handling customer complaints

Proactive approach

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Overview

Are you looking for your next opportunity in an expanding business with a nationwide presence?

If the answer is yes, we are a great company, with great people! So why not join us.

Title: Customer Service Advisor

Location: St Asaph, Denbighshire

Hours: Full time - 37.5hrs per week; varying flexible shift pattern including Saturdays

About GreenThumb

GreenThumb Ltd has been making lawns look beautiful, lush green and weed free for over 36 years. From our humble beginnings in North Wales, we have grown to become Europe's largest Lawn Care company, with over 220 branches nationwide.

What we can offer you

• 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

About the role

You will be trained to interact with our nationwide customers, providing advice and guidance on treatments through excellent customer service practices. You will interact with our customers in all aspects, including rescheduling treatments and recommending appropriate solutions to achieve a wonderful lawn. You will also regularly communicate with our network of Lawn Operatives.

Main duties

• 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.

Skills and Experience

• 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.
• Contact Centre experience would be an advantage.
• Must be eligible to work in UK

If you think you fit the criteria and would like to work for a forward-thinking business, why not join us by clicking “apply” below - we want to hear from you!

You may have experience of the following: Contact centre, call centre, customer services, customer experience, sales, call handler, customer assistant.