Customer Service Representative

Job Description

Job Description

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance

About Us
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.

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.

The Opportunity
This is a client-facing role focused on communication, coordination, and follow-through.
As a Customer Support Representative (CSR) , 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.
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.

In this role, you will:

Own client communication and experience

• Serve as the primary point of contact for clients after the sale
• Respond promptly to calls and emails with clear, professional communication
• Keep clients informed on scheduling, delays, and service updates
• Route technical questions to the appropriate team member

Support scheduling and job readiness

• Coordinate with the Dispatcher to align client availability and service windows
• Confirm access details, property notes, and expectations before work begins
• Document all relevant client and property information in CRM

Ensure job accuracy and completion tracking

• Monitor job status and confirm completion details are properly documented
• Review photos, notes, and required information before jobs move to billing
• Flag missing or unclear information for correction

Support billing and client follow-through

• Assist in issuing invoices and answering basic billing questions
• Follow up on outstanding balances and support collections efforts
• Help maintain accurate client records and billing profiles

Contribute to client retention

• Support follow-ups, renewals, and ongoing service communication
• Help generate reviews and referrals from satisfied clients
• Identify and escalate client concerns early

What You’re Accountable For

• Maintaining a consistent, professional client experience from scheduling through billing
• Clear, timely communication with clients, Sales, and Operations
• Accurate documentation in CRM, including notes, scheduling details, and job records
• Ensuring jobs are fully documented and ready before invoicing
• Supporting timely and accurate billing and collections
• Helping maintain client retention through follow-up and communication
• Identifying and escalating issues early to avoid breakdowns in service

We Offer

• Competitive hourly pay based on experience
• Medical, Dental, & Vision
• PTO and 6 paid holidays
• Simple IRA (after eligibility period)
• Ongoing training and development

Who You Are

• Organized and detail-oriented: you keep track of multiple jobs, clients, and tasks without things slipping through
• Strong communicator: you are clear, professional, and responsive with both clients and internal teams
• Proactive: you don’t wait for problems to escalate; you identify and address issues early
• Comfortable with systems: you can navigate CRM tools, scheduling platforms, and administrative workflows
• Reliable and consistent: you follow through on commitments and keep things moving
• Team-oriented: you work well with different departments to support overall operations
• Able to prioritize and adapt as schedules and priorities shift

Background & Requirements

• 1-3 years of experience in customer service, administrative support, or a coordination role
• Experience with CRM systems
• Strong organizational and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Professional phone and email communication skills