Customer Service Representative

Company Overview

Based in Stratford, CT, Shannon Lawn & Landscaping, Inc is a dedicated family business proudly serving Fairfield and New Haven counties since 1987. We specialize in landscape design, installation, maintenance, lawn care, irrigation, and commercial snow removal. Our expansive Garden Center and newly renovated office reflect our commitment to growth and quality. We value a supportive work environment with low employee turnover and opportunities for professional development.

Job Summary

We are looking for an energetic and personable Customer Service Representative to join our team. In this important role, you will be the friendly, approachable voice of Shannon Lawn & Landscaping, delivering exceptional support to clients through phone, email, and in-person communication. Your strong communication skills and positive attitude will foster lasting relationships, efficiently resolve inquiries, and ensure customers feel valued throughout their experience with us.

As a Customer Service Representative (CSR), you will play a key role in managing inbound and outbound customer communications, supporting the sales process, and providing a seamless experience from initial contact to post-sale follow-up. Collaborating closely with the Sales Manager, Sales Consultants, Operations, and Accounting teams, you will ensure leads and customers are properly managed, information is accurate, payments are processed timely, and customers receive consistent support at every stage of their journey with the company.

Responsibilities

• Serve as the primary point of contact for customers via phone, email, text, and website inquiries, delivering prompt, professional, and friendly service.
• Manage incoming leads and customer inquiries, accurately qualifying and entering details into the CRM, then routing to the Sales team as needed.
• Assist customers with questions about services, scheduling, billing, payments, and account status; process payments following company procedures.
• Document all customer interactions, concerns, payments, and resolutions clearly in CRM to ensure continuity and accuracy.
• Coordinate with Sales, Operations, and Production teams to support scheduling, project updates, and customer expectations.
• Handle routine complaint management by documenting issues, escalating complex cases, tracking resolution progress, and maintaining clear communication with customers.
• Support outbound communication efforts for promotions, upsells, and seasonal campaigns, identifying opportunities to grow customer relationships.
• Maintain professionalism, confidentiality, and adherence to company systems and communication standards in all interactions.
• Assist with administrative support tasks, including preparing customer renewal contracts and supporting leadership as needed.

Experience

• Previous experience in customer support roles is preferred
• Experience in service businesses, especially the landscaping industry is valued highly
• Strong communication skills with the ability to listen actively and convey information clearly
• Proficiency in Google Suite (Sheets, Docs) and basic computer skills for data entry and record keeping
• Knowledge of sales techniques to promote services when appropriate
• Experience with outbound calling campaigns or client outreach efforts is a plus
• Familiarity with call center protocols, phone etiquette, and analysis skills for assessing customer needs

Join us to be part of a dynamic team dedicated to delivering outstanding client experiences! Your enthusiasm for helping others combined with your technical skills will make a real difference in our community.

Pay: $21.73 - $26.17 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Work Location: In person