Customer Service Representative

Job Position: Customer Service Representative

Location: McHenry, IL 60050

Pay Rate: $18.00/hr-$22/hr

Shift: 1st 7:00AM-5:00PM

Description: The Customer Service Representative (CSR) manages relationships with both our residential homeowners and commercial accounts. You will act as the primary point of contact for service inquiries, handling everything from routine lawn maintenance calls to complex commercial property requests. This role relies heavily on LMN software to build estimates, schedule field crews, track job costing, and manage client communications across all four seasons.
Core Responsibilities
LMN System Management: Utilize the LMN platform daily to log client notes, track leads, build service estimates, and reference past job data.
Dual-Channel Support: Answer incoming phone calls and emails from residential homeowners and commercial property managers.
Commercial Account Care: Manage work orders, submit bids through commercial vendor portals, and coordinate compliance paperwork like certificates of insurance (COIs).
Residential Sales: Guide homeowners through seasonal packages, upsell services like aeration or mulch installation, and finalize service contracts.
Scheduling & Dispatch: Use LMN's scheduling tools to optimize daily routes for multiple field crews and ensure timely service delivery.
Billing & Invoicing: Process credit card payments for residential clients and track net-30 invoicing or purchase orders (POs) for commercial accounts via LMN's billing features.
Winter Snow Operations: Pivot during winter months to handle heavy call volumes, dispatch snowplows/salting trucks via LMN Time, track real-time weather updates, and handle blizzard-related customer emergencies.
Issue Resolution: Address property concerns, weather delays, or service scope questions with a professional and calm demeanor.

Required Skills & Qualifications
LMN Proficiency: Hands-on experience with LMN (Estimating, Scheduling, and LMN Gro/Pro) is highly preferred. Willingness to complete LMN Academy training modules is required.
Experience: 2+ years of customer service or administrative experience; experience dealing with B2B clients or property managers is a major plus.
Winter Dispatch Flexibility: Willingness and ability to work flexible, extended hours—including early mornings, evenings, or weekends—during major winter weather events to support snow dispatch operations.
Industry Knowledge: Familiarity with residential lawn care cycles, large-scale commercial property maintenance needs, and winter snow/ice management protocols.
Communication: Ability to adapt communication styles between casual residential homeowners and corporate commercial contacts.
Organization: Superior tracking skills to manage distinct residential pricing models alongside strict commercial contract specifications.
Work Environment & Schedule
Setting: Office-based with a fast-paced environment, especially during the spring, fall, and active winter storm events.

444898 / SUS – Harvard