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)