The Outbound Customer Service Representative – Protection+ Renewals is responsible for proactively contacting existing customers to review, renew, and extend Protection+ service plans. This role focuses on strengthening customer relationships, ensuring continued plant protection coverage, and supporting revenue retention through professional outbound engagement.
This position is based at the Corporate Office and requires consistent outbound calling, accurate documentation, and a customer-focused approach aligned with company service standards. During periods of increased customer demand, this role will also assist with inbound chat support to help manage customer service volume.
The work schedule for this role is Monday through Friday.
- Make outbound calls to customers regarding upcoming or expired Protection+ plan renewals.
- Educate customers on the benefits, coverage details, and renewal options of Protection+ plans.
- Process renewals accurately within internal systems.
- Maintain detailed call notes and customer records in CRM systems.
- Follow structured call scripts while maintaining natural and professional customer conversations.
- Meet established daily call volume and renewal conversion goals.
- Respond to customer questions regarding coverage, service timelines, and account details.
- Assist with inbound customer chat support during peak service periods to help manage customer inquiries.
- Coordinate with retail locations and service teams regarding customer accounts when necessary.
- Resolve customer concerns professionally and escalate issues when appropriate.
- Maintain confidentiality of customer information.
- Support additional outbound campaigns, renewal initiatives, or retention programs as assigned.
- Minimum 1–2 years of customer service or call center experience preferred.
- Experience with outbound calling or customer retention roles strongly preferred.
- Strong verbal communication and active listening skills.
- Ability to handle objections and maintain professionalism in customer conversations.
- Basic computer proficiency and experience working within CRM systems.
- Strong organizational and documentation skills.
- Goal-oriented with the ability to meet established performance metrics.
Highschool Diploma or equivalent
While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 15 pounds. Able to work outdoors for extended periods of time in possibly extreme conditions, including rain, heat, sun, and wind.
Subject to MVR and criminal background check (In accordance with applicable fair chance laws, rules, and regulations)
Moon Valley Nurseries is the largest grower of box trees and palms in North America, and is an industry leader and high growth company that offers competitive salaries with exceptional employee benefits including medical insurance, 401(k), holidays, and PTO to all eligible employees. We are an equal employment opportunity employer. We are a drug free workplace.
#MVNOTHER
Skills Required
- 1-2 years of customer service or call center experience
- Experience with outbound calling or customer retention roles
- Strong verbal communication and active listening skills
- Basic computer proficiency and experience working within CRM systems
- Goal-oriented with the ability to meet established performance metrics
What We Do
Moon Valley Nurseries is North America's largest grower of box trees and palms, offering a wide variety of trees, plants, and shrubs for residential and commercial clients, along with landscape design and planting services.
