JOB TITLE: Quality First Client Services Representative
EMPLOYER: Quality First Lawn and Shrub Care, INC.
DEPARTMENT: Administration – Lawn and Shrub
REPORTS TO: Director of HR, Director of Operations, President
EFFECTIVE DATE: 10/05/2020
SUMMARY: Organize and manage day to day operations; internal and external, for Home
Services and Precision Water Works while providing exceptional customer service to our clientele .
DUTIES AND RESPONSIBILITIES:
Receive incoming phone calls , emails and/or postal mail and deliveries; take messages, respond appropriately and route correspondence to the appropriate staff member.
Receive and respond to general voicemail messages.
Provide communication between customers and technicians.
Input completed Work Order invoices and file appropriately.
Manage a detailed documentation system; both paper and electronically.
Maintain confidential client information.
Provide monthly production and sale amounts to management.
Update Files DAILY with any changes, including but not limited to: o Estimates o New customer accounts o Technician schedules o Renewals o Incoming payments o Billing and collections o Make daily deposits in Zoho Books o Current customer service cards
Update Files with any changes, as needed: o Projected Monthly Renewals o Monthly/Quarterly Billing Customers o New Sales o Closed customer accounts
Assist Lawn and Shrub division with any and all tasks, as needed.
Provide and perform office support to all executives and technicians as requested.
• One-year certificate from college or technical school, six months to one year related experience, or equivalent combination of education and experience.
• 10-key data entry.
• Proficient in Zoho Books, Microsoft Office; Outlook, Excel, Word.
• Great attention to detail.
• Strong organizational skills.
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Ability to understand and follow written and verbal instructions.
• Enthusiastic, versatile, flexible and possesses a willingness to work within constantly changing priorities.
Bilingual Spanish/English preferred, but NOT required.
A criminal background check and Drug Screening (including for THC) will be performed.
Adaptability - Adapts to changes in the work environment; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance.
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; asks for and offers help when needed. Able to work effectively as an individual or team.
Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time with close attention to detail; supports company goals and values.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives.
Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Occasionally required to stand.
Occasionally required to walk.
Continually required to sit.
Continually required to utilize hand and finger dexterity.
Occasionally required to climb, balance, bend, stoop, kneel or crawl.
Frequently required to speak or listen.
Occasional exposure to wet and/or humid conditions. (Non-weather)
Occasionally work near moving mechanical parts.
Occasionally work around fumes, airborne particles, or toxic chemicals.
Occasional exposure to outside weather conditions.
While performing the duties of this job, the work environment is usually quiet.
The employee must occasionally lift and/or move up to 20 pounds.
Specific vision abilities required by this job include: Close vision; Peripheral vision; Depth perception and ability to adjust focus.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.