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Digital Customer Retention Specialist

Weed Man Lawn Care -
Bloomington, IL

Quick Apply

Job Details

Full-time
$18 - $20 an hour

Benefits

Paid training
Paid time off
401(k) matching

Qualifications

Customer records maintenance
Personal service client interaction documentation
Accounts receivable
Customer relationship building
Email customer support
Texting/chatbox tools
Phone communication
Incident Escalation
Post-sales issue resolution
High school diploma or GED
Managing clients in a customer support role
Client retention
Task prioritization
Customer relationship management (CRM) systems (technically supported)
Customer engagement
Suggestive selling
Communication skills
Entry level
Time management
Client interaction via phone calls

Full Job Description

Digital Customer Service Retention Specialist

Department: Customer Service/Administration

Reports To: Customer Service Director / Customer Service Representative Supervisor

Company: Weed Man Lawn Care (Terra Firma Enterprises)

Purpose of the Role

The Digital Customer Service Retention Specialist (Digital CSR) is responsible for customer satisfaction, supporting the company’s reputation, as well as meeting retention goals in day-to-day operations. Ensuring that all inquiries and requests are addressed in a timely, professional, and customer-first manner. This position plays a critical role in maintaining service standards, minimizing delays, and supporting internal communication flow between departments, while assisting with accounts receivable when necessary, and using all forms of digital communication with our customers.

Key Deliverables

Act as a cultural ambassador, delivering the best experience with every customer interaction (via phone and/or digital communication). Being professional, consistent, and friendly when communicating with customers or other employees. Helping each customer to understand our products and services, and guide them through the season.
Maintain retention goals by proactively creating positive customer experiences and assisting in preventing service issues and/or or solving them by asking in-depth questions.
Complete all daily work within prescribed deadlines to support the smooth flow of operations. Identifying customer needs quickly and finding effective and accurate solutions. Escalating complex issues to the appropriate department when necessary.

Performance Expectations

Proactively plan, schedule, and coordinate daily tasks.
Consistently follow company policies, systems, and service standards.
Assisting in maintaining accurate documentation and logs for all customer interactions.
Educate and upsell products or services that customers do not have on their program.
Report any off-standard work or issues to a direct supervisor immediately.
Rotating Saturday schedule (in-season only)
Problem-solving at a fast pace, keeping a calm mindset, and a customer-first approach while being able to perform escalated customer resolutions.

Qualifications & Core Skills

High school diploma or equivalent
Previous customer service retention or call center experience required
Experience in retention, call center, or service-based industries preferred
Previous work in lawn care preferred
Ability for strong and fast written communication with speed and accuracy
Proficient in using Microsoft 365
Excellent time management and prioritization
Ability to navigate multiple systems simultaneously
Comfortable working in a fast-paced, high-volume environment

Work Space Environment Requirements:

Candidates must have access to a dedicated, distraction-free home-based worksite suitable for conducting professional business
Reliable internet connection
Employees are responsible for providing their own workstation equipment, including (but not limited to): a Windows based laptop/desktop, headset

Tools You’ll Use:

Winbox (email & internal messaging)
SMS/Text communication platform
Web Manager (customer portal & service tracking)
Podium (customer messaging & reviews)
CRM/Admin Notes for follow-ups

What we offer:

$18 - $20 an hour (depending on experience)
3% commission for any sales of any programs or add-on services
Paid training
Supportive, team-oriented work culture
PTO earned after 90-day probation period
401k offered after 6 months (up to 3% match)

Quick Apply

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