Job Description

Job Description

Job Description

Position Summary

The Customer Support Representative (CSR) ensures a seamless client experience by managing communication, scheduling, administrative tracking, and service follow-up. While Sales Arborists and field crews own the technical work and client advisement, the CSR acts as the central hub for coordination—making sure clients stay informed, schedules run efficiently, and documentation is accurate. This role requires strong organizational skills, attention to detail, and a customer-first mindset.

Key Responsibilities

1. Client Communication and Experience

• Serves as the primary post-sale contact for clients regarding scheduling, logistics, and service timing.
• Answers client questions about access, visit windows, or billing status, routing technical questions to the appropriate team member.
• Provides consistent, timely updates to keep clients confident in their service.
• Maintains professionalism and clarity in all interactions.

2. Scheduling and Service Coordination

• Manages the service calendar in alignment with crew capacity, equipment availability, and seasonal considerations.
• Confirms site access, client preferences, and property details before service.
• Builds efficient daily/weekly routes to optimize travel and crew utilization.
• Adjusts schedules as needed for weather, availability, or unexpected changes.

3. Job Tracking and Documentation

• Monitors job progress in SingleOps to ensure services are completed on time.
• Follows up on missed, paused, or overdue services with field teams.
• Verifies service notes, product usage, and site observations are properly recorded.
• Flags incomplete jobs or missing documentation before invoicing.

4. Invoicing and Collections Support

• Initiates invoices promptly once jobs are completed and documented
• Confirms invoice accuracy against contracted scope and service frequency.
• Sends reminders for outstanding balances and coordinates payment follow-ups.
• Handles basic billing inquiries, escalating complex issues as needed.

5. Retention and Client Support

• Identifies when clients are nearing program completion and notifies Sales Arborists for renewal outreach.
• Helps facilitate seasonal reminders and follow-ups to encourage repeat service.
• Collects feedback, reviews, or referrals from satisfied clients.
• Flags concerns or service dissatisfaction for appropriate team follow-up.

Skills & Qualifications

• Strong organizational and time-management skills
• Excellent communication and customer service abilities
• Experience in logistics, dispatching, or scheduling coordination is a plus
• Comfortable with scheduling software, CRM, or related tools (experience with SingleOps a plus)
• Detail-oriented with the ability to manage multiple priorities
• Team player who can collaborate with sales, operations, and field crews
• Prior customer support or administrative experience preferred but not required

What We Offer

• Competitive hourly pay with opportunities for growth
• Health, vision and dental benefits
• On-the-job training and support—no tree-care background required
• A collaborative team environment where your contributions matter
• Opportunities to grow into leadership or specialized roles as you gain experience
• Meaningful work with a company committed to professionalism, safety, and environmental care

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