Customer Service Representative - Experigreen

The Customer Service Representative is responsible for delivering an exceptional customer experience by handling inbound calls, responding to customer questions, resolving service concerns, processing payments, and supporting the retention needs of the branch. The CSR acts as the first point of contact for customers and plays a key role in retention, satisfaction, and overall operational efficiency.

Key Responsibilities

• Customer Support & Communication
• Answer inbound customer calls, emails, and texts promptly and professionally
• Resolve customer questions regarding services, billing, scheduling, and account details
• Educate customers on program benefits, service expectations, and seasonal recommendations
• Update and maintains customer database with accurate customer information and timely data entry.
• Provide first-call resolution and timely follow up with all customers

Retention & Issue Resolution

• Troubleshoot service-related concerns (weeds, insects, browning, expectations, etc.)
• De-escalate customer situations with empathy, professionalism, and solution-focused communication
• Identify opportunities to save accounts and transfer to the Retention Team when necessary
• Offer service visits, follow-ups, or program adjustments when appropriate

Operation & Administrative Duties

• Process payments, update account information, and set up auto-pay
• Follow internal policies on escalations and service guarantees

Team Collaboration

• Work closely with branch managers, technicians, retention specialists, and supervisors
• Communicate service concerns clearly and constructively to the management team
• Attend team meetings and participate in ongoing training and coaching

Qualifications

• High school diploma or equivalent required
• Prior customer service, call center, or administrative experience preferred
• Strong communication and active listening skills
• Ability to de-escalate concerns and problem-solve quickly
• Comfortable using SA5 systems, call dashboards, and standard office software
• Ability to multitask in a fast-paced environment
• Positive attitude, dependable attendance, and willingness to learn

Key Competencies

• Customer Focus
• Problem Solving
• Empathy & Professionalism
• First-Call Resolution
• Time Management
• Adaptability
• Attention to Detail

Compensation & Benefits

• Competitive base salary with performance-based incentives.
• Comprehensive benefits package including medical, dental, vision, and 401(k) match.
• Paid holidays and vacation.
• Supportive, team-oriented work environment.

Work Conditions

• This position is performed in a professional office or call center environment.
• Work is primarily sedentary, requiring extended periods of sitting at a workstation.
• CSRs regularly use computers, phones/headsets, and multiple software systems throughout the workday.
• The role requires the ability to view a computer screen for extended periods and perform repetitive tasks such as typing and mouse use.
• The work environment may be fast-paced, with frequent inbound and outbound customer interactions.
• The position requires clear verbal communication and the ability to listen attentively while multitasking.
• Schedules may include set shifts, peak seasonal workloads, and occasional schedule adjustments based on business needs.

Range: $19.00 - $22.00 per hour

Location: Mishawaka

ExperiGreen is looking for highly motivated individuals who meet the following criteria:

• High School diploma or equivalent
• Valid Driver's License
• Strong verbal and written communication skills
• Ability to work independently and part of a team

ExperiGreen employees will enjoy:

• Paid Vacation Time
• Full-range of Benefits: Medical, Vision, Dental
• 401K Retirement Plan
• Fast-paced / Great Work Environment
• Paid Company Training