Client Service Representative (CSR)--Scheduling & Client Satisfaction

Lawn Doctor Inc.; Texas; On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Employee discounts

Job summary

Lawn Doctor Western Rim LLC is seeking a Client Service Representative to join our in-office Cresson team. You will manage scheduling communications, resolve client questions, and support retention with a high-touch service approach.

We value ownership, clear communication, and reliability as you balance efficiency with exceptional client experiences in a structured, in-person environment.

Qualifications

• 4+ years of client service, call center or client support experience.
• Ability to manage high-volume client interactions independently.
• Strong phone presence with a professional tone and active listening.
• Proven ability to resolve issues while maintaining client trust.
• Advanced computer skills and experience across multiple systems and databases.
• Strong time management and prioritization in a fast-paced environment.
• Reliable in-office transportation for an in-person role.

Responsibilities

• Independently manage client scheduling, rescheduling, service skips, and special requests.
• Serve as the primary contact for scheduling and service inquiries.
• Proactively communicate with clients via pre-notification calls and outreach.
• Handle client concerns, de-escalate issues, and escalate when needed.
• Respond to calls, voicemails, emails, and texts within one business day.
• Document all client interactions and resolutions in company systems.
• Process client payments with accuracy and attention to detail.
• Drive client feedback initiatives, including review requests and NPS follow-ups.
• Support retention by identifying at-risk clients and coordinating next steps.
• Coordinate free service calls and special treatments per company processes.
• Leverage CRM and communication platforms to improve efficiency.

Skills

Client service

Call center

Phone presence

Active listening

Issue resolution

Multisystem proficiency

Tools

CRM systems

Database proficiency

Microsoft Office

Job description

Benefits

• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Employee discounts

Location

Location: Cresson, TX (In-Office)

Department: Client Experience Team

Reports To: Director of Client Experience

Schedule: Full-time, in-office

About Us

Barnes Lawn Doctor Western Rim LLC is a locally owned, well-established lawn fertilization and pest control company serving the Cresson, TX community and surrounding area for over 20 years. We are a Christian-led, people-first organization committed to excellence, integrity, and intentional service.

Our Why

Serve others.

Serve each other.

Serve Him.

We value professionals who take ownership of their work, communicate clearly, and understand how their role directly impacts client loyalty and company performance.

Role Overview

The Client Service Representative (CSR) is a trusted, front-line professional responsible for managing scheduling-related communications and driving client satisfaction. This role requires sound judgement, strong communication skills, and the ability to independently resolve issues while collaborating closely with operations and leadership.

This position is ideal for an experienced CSR who thrives in a structured environment, understands client behaviour, and can balance efficiency with a high-touch client experience.

Key Responsibilities

• Independently manage client scheduling, rescheduling, service skips, and special requests
• Serve as the primary point of contact for scheduling and service-related inquiries
• Proactively communicate with clients through pre-notification calls and ECU outreach
• Confidently handle client concerns, de-escalate issues, and elevate appropriately when needed
• Respond to calls, voicemails, emails, and text messages within one business day
• Accurately document all client interactions, resolutions, and notes in company systems
• Process client payments with accuracy and attention to detail
• Drive client feedback initiatives, including review requests and NPS follow-ups
• Support retention efforts by identifying at-risk clients and coordinating next steps
• Coordinate free service calls and special treatments in alignment with company processes
• Leverage CRM and communication platforms to improve efficiency and service outcomes

Experience & Qualifications

• 4+ years of client service, call center or client support experience
• Demonstrated ability to manage high-volume client interactions independently
• Strong phone presence with professional tone and active listening skills
• Proven ability to resolve issues while maintaining client trust
• Advanced computer skills and experience working across multiple systems and databases
• Strong time management and prioritization skills in a fast-paced environment
• Reliable transportation; this is an in-office role

Professional Attributes We Value

• Ownership mindset and accountability for outcomes
• Calm, professional communication; especially in high-stress or escalated situations
• Detail-oriented with a strong follow-through habit
• Team-focused while comfortable working autonomously
• Coachable, adaptable, and aligned with company values

What We Offer

• Competitive pay based on experience
• Health insurance and retirement plan
• Paid vacation and sick time
• Advancement opportunities within Client Experience or Operations
• Stable, values-driven workplace with long-term growth potential