About the role
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<div><strong>Benefits:</strong></div>
<ul>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Training & development</li>
<li>Vision insurance</li>
</ul>
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<strong>About Us</strong> </div><div>RTEC has been serving Northern Virginia since 1996, focused on practical, science-based tree care and long-term client relationships. We take pride in doing things the right way—protecting properties, improving landscapes, and building a team that shows up, follows through, and keeps getting better. <br><br>
</div><div>We run a lean, accountable operation where strong team members take ownership of their role, communicate clearly, and contribute to a consistent, professional client experience. </div><div><br></div><div>
<strong>The Opportunity</strong> </div><div>This is a client-facing role focused on communication, coordination, and follow-through. </div><div>As a <strong>Customer Support Representative (CSR)</strong>, you are responsible for managing the client experience after the sale—ensuring communication is clear, expectations are set, and jobs move smoothly from scheduling through completion and billing. </div><div>This is not a call-center role. You are a key part of operations, working closely with Sales Arborists, the Dispatcher, and Production to ensure clients are informed, jobs are documented correctly, and billing moves without delays. <br><br>
</div><div> <br><strong>In this role, you will:</strong> <br><br>
</div><div>
<strong>Own client communication and experience</strong> </div><ul>
<li>Serve as the primary point of contact for clients after the sale </li>
<li>Respond promptly to calls and emails with clear, professional communication </li>
<li>Keep clients informed on scheduling, delays, and service updates </li>
<li>Route technical questions to the appropriate team member </li>
</ul><div>
<strong>Support scheduling and job readiness</strong> </div><ul>
<li>Coordinate with the Dispatcher to align client availability and service windows </li>
<li>Confirm access details, property notes, and expectations before work begins </li>
<li>Document all relevant client and property information in CRM </li>
</ul><div>
<strong>Ensure job accuracy and completion tracking</strong> </div><ul>
<li>Monitor job status and confirm completion details are properly documented </li>
<li>Review photos, notes, and required information before jobs move to billing </li>
<li>Flag missing or unclear information for correction </li>
</ul><div><strong>Support billing and client follow-through</strong></div><ul>
<li>Assist in issuing invoices and answering basic billing questions </li>
<li>Follow up on outstanding balances and support collections efforts </li>
<li>Help maintain accurate client records and billing profiles </li>
</ul><div>
<strong>Contribute to client retention</strong> </div><ul>
<li>Support follow-ups, renewals, and ongoing service communication </li>
<li>Help generate reviews and referrals from satisfied clients </li>
<li>Identify and escalate client concerns early </li>
</ul><div><br></div><div>
<strong>What You’re Accountable For</strong> </div><ul>
<li>Maintaining a consistent, professional client experience from scheduling through billing </li>
<li>Clear, timely communication with clients, Sales, and Operations </li>
<li>Accurate documentation in CRM, including notes, scheduling details, and job records </li>
<li>Ensuring jobs are fully documented and ready before invoicing </li>
<li>Supporting timely and accurate billing and collections </li>
<li>Helping maintain client retention through follow-up and communication </li>
<li>Identifying and escalating issues early to avoid breakdowns in service </li>
</ul><div><br></div><div>
<strong>We Offer</strong> </div><ul>
<li>Competitive hourly pay based on experience </li>
<li>Medical, Dental, & Vision </li>
<li>PTO and 6 paid holidays </li>
<li>Simple IRA (after eligibility period) </li>
<li>Ongoing training and development </li>
</ul><div><br></div><div>
<strong>Who You Are</strong> <br><br>
</div><ul>
<li>Organized and detail-oriented: you keep track of multiple jobs, clients, and tasks without things slipping through </li>
<li>Strong communicator: you are clear, professional, and responsive with both clients and internal teams </li>
<li>Proactive: you don’t wait for problems to escalate; you identify and address issues early </li>
<li>Comfortable with systems: you can navigate CRM tools, scheduling platforms, and administrative workflows </li>
<li>Reliable and consistent: you follow through on commitments and keep things moving </li>
<li>Team-oriented: you work well with different departments to support overall operations </li>
<li>Able to prioritize and adapt as schedules and priorities shift </li>
</ul><div><br></div><div>
<strong>Background & Requirements</strong> <br><br>
</div><ul>
<li>1-3 years of experience in customer service, administrative support, or a coordination role </li>
<li>Experience with CRM systems </li>
<li>Strong organizational and communication skills </li>
<li>Ability to manage multiple priorities in a fast-paced environment </li>
<li>Professional phone and email communication skills </li>
</ul>
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