Job Description

Job Description

Job Description

Salary: $22-$25 Hourly DOE

Landservices, Inc. is the premier Portland landscaping contractor. We’ll see that your home or business site is surrounded by the beauty it deserves. We deliver beautiful results time and again because we have the right knowledge and expertise. We stay a step ahead of problem situations, keeping your property healthy and well-trimmed, our mission is to enhance outdoor spaces with professional, reliable, and high-quality landscaping solutions. With a focus on exceptional customer service and innovative solutions, we pride ourselves on delivering superior results for every project.

Overview:

We are seeking a dynamic and detail-oriented Live Chat Operator to join our customer service team at Landservices, Inc. As a Live Chat Operator, you will be the first point of contact for our clients and prospective customers, providing them with real-time assistance and information regarding our lawn care and yard construction services. Your role is crucial in ensuring a seamless and positive experience for our customers as they navigate our services.

Daily Responsibilities:

1. Greeting and Initial Contact:
   • Start each chat interaction with a friendly and professional greeting.
   • Identify the client’s needs and purpose for contacting Landservices, Inc. (e.g., service inquiry, appointment scheduling, general questions).
2. Service Information:
   • Provide detailed information about Landservices, Inc.’s lawn care and yard construction services, including:
     • Lawn Care Services: Fertilization, aeration, pest control, seasonal maintenance.
     • Yard Construction Services: Landscape design, hardscaping, irrigation systems, patio installation.
   • Explain service packages, pricing, and any ongoing promotions or discounts.
3. Appointment Scheduling:
   • Assist clients in scheduling appointments for consultations or service visits.
   • Provide information on availability and guide clients through the scheduling process.
   • Confirm appointments and send reminders as needed.
4. Issue Resolution:
   • Address and resolve any issues or concerns clients may have regarding services, billing, or scheduling.
   • Escalate complex issues to the appropriate department (e.g., technical support, billing department) and follow up to ensure resolution.
5. Product and Service Recommendations:
   • Offer recommendations based on clients' needs and preferences.
   • Suggest additional services or products that may enhance their lawn care or landscaping experience.
6. Information Gathering:
   • Collect and document relevant client information (e.g., service needs, contact details) to ensure a personalized and efficient service.
   • Record detailed notes of each interaction to maintain a comprehensive customer history.
7. Feedback Collection:
   • Encourage clients to provide feedback on their experience with Landservices, Inc.
   • Use feedback to improve service quality and report recurring issues or suggestions to the team.
8. System Management:
   • Use live chat software and CRM systems to manage interactions, track progress, and update client records.
   • Ensure all communication is logged accurately for future reference and follow-up.
9. Continuous Learning:
   • Stay updated with the latest information about Landservices, Inc.’s services, industry trends, and new offerings.
   • Participate in training sessions and team meetings to enhance knowledge and skills.
10. Team Collaboration:
    • Work closely with other customer service team members and departments to address client needs and improve service processes.
    • Share insights and contribute to team discussions on improving client interactions and service delivery.

Skills and Attributes:

• Communication: Strong written communication skills with the ability to convey information clearly and professionally.
• Customer Service: A customer-centric approach with a focus on delivering high-quality service and resolving issues efficiently.
• Technical Proficiency: Familiarity with live chat software and CRM systems.
• Problem-Solving: Ability to address client concerns effectively and find suitable solutions.
• Multitasking: Capability to manage multiple chat interactions simultaneously while maintaining quality responses.
• Adaptability: Willingness to learn and adapt to new processes, tools, and service updates.

Key Performance Indicators (KPIs):

• Response Time: Average time taken to respond to and resolve client inquiries.
• Customer Satisfaction: Client feedback and satisfaction scores from interactions.
• Resolution Rate: Percentage of issues resolved during the initial chat interaction.
• Appointment Accuracy: Accuracy in scheduling and confirming appointments.

Qualifications:

• Experience: Previous experience in a customer service role, preferably with live chat support, is highly desirable. Experience in the lawn care or landscaping industry is a plus.
• Skills: Excellent written communication skills with the ability to convey information clearly and professionally. Strong problem-solving abilities and the capacity to handle multiple chats simultaneously.
• Technical Proficiency: Familiarity with live chat software and CRM systems. Comfortable using technology and learning new tools.
• Customer Focus: Demonstrated commitment to providing exceptional customer service with a friendly and professional demeanor.
• Team Player: Ability to work collaboratively with a diverse team and contribute to a positive work environment.

Benefits:

• 100% Company Funded Defined Benefit Pension Plan
• 401(k) with 3% Dollar-for-Dollar Company Match
• Health, Dental and Vision Insurance 
• Educational Assistance 
• Paid Time Off Accrual 
• Free and Confidential Employee Assistance Program

Should you elect to apply for this position, Landservices, Inc. will review your qualifications. If after reviewing the qualifications and experience of all applicants, your skills and credentials meet our needs, someone from our organization may contact you. Please be advised that the time required to complete the applicant review process typically takes between 30 and 90 days, but could extend beyond that. Once the position has been filled, all applicants will be notified via email.

Landservices, Inc. is an Equal Opportunity Workplace and an Affirmative Action Employers.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age or any other protected category.

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