Customer Care Representative - Team Leader

Gardens of Babylon is looking for a highly driven Customer Care Representative - Team Leader who excels in problem-solving and delivering a stellar customer experience to join our team. This person will be the point person for inbound customer queries across all communication channels, such as phone, text, and email, in addition to other tasks for the department.

This role demands hands-on customer engagement, a commitment to delivering exceptional customer satisfaction, keen attention to detail, and proficiency with customer relationship management (CRM) systems. Additionally, this role will be expected to monitor quality control of departmental communication with customers, ensure the team is following all protocols and completing all tasks, and provide coaching for other team members.

Key functions:

• Function as point person for all inbound customer queries across primary client-facing communication platforms, such as phone, text, and email
• Monitor quality control of departmental communication with clients, ensure the team is following all protocols and completing all tasks, and provide coaching to other team members as needed
• Provide proactive and reactive customer support for clients under contract for recurring services
• Perform accounts receivable tasks, which includes contacting customers to collect deposits and payments, and arrange for billing
• Monitor and maintain communication with customers on social media platforms
• Follow company standards, protocols and FAQs when interacting with clients or prospective customers, and utilize internal company communication management systems to track communication status or route questions to the appropriate staff member
• Consistently meet and attain required Key Performance Indicators (KPIs)
• As needed, provide coverage for filter leads for our services, which includes communicating with prospective clients over phone and text, vetting qualified leads, scheduling onsite visits for our sales team, selling simple fixed-price services, and updating lead tracking systems
• Performs other duties that may be assigned by management/supervisor

Requirements:

• 5 or more years experience as a Customer Representative or similar role
• Experience managing teams
• Excellent interpersonal and verbal communication skills with a customer-oriented approach.
• Strong problem-solving ability with a drive for results
• Ability to be receptive to feedback, and willing to learn. Receptive to change and to embrace continuous improvement. 
• Proficiency in Customer Relationship Management (CRM) Systems and data analysis software
• Ability to adapt to change effectively
• Exceptional organizational and multitasking abilities

We are a rapidly growing company and strive to be the premier landscape company in greater Nashville. The only thing our team is missing is YOU!