Customer Service Representative

<div class="benefits"> <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> </div> <div class="trix-content"> <div> <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> </div>

Provides science-based tree care and environmental maintenance services.