Consumer Care Coordinator

Key Responsibilities

• Respond to customer, retail, and internal inquiries regarding rentals, products, and support issues via phone, email, and chat.
• Assist Consumer Care team with complex contacts that include, but are not limited to escalated consumers, Better Business Bureau inquiries, and Attorney General Letters that require technical product expertise.
• Accept escalated contacts from the service team, and place outbound calls to consumers regarding specific product information.
• Liaise with stakeholders to update/revise information published online and in the Knowledge Base as product and procedure updates are made.
• Deliver empathetic, professional, and efficient customer service.
• Cook carpet cleaning incidents with internal teams and external partners including the consumer, operations and legal partners.
• Coordinate and manage the resolution of carpet cleaning incidents with internal teams and external partners including the consumer, operations and legal partners.
• Respond to customer feedback through email and social media platforms.
• Handle call escalations and assist in resolving conflicts with professionalism.
• Accurately document all interactions using multiple computer systems and tools.
• Provide troubleshooting support to field and corporate teams.
• Stay up to date with evolving policies, procedures, and service goals.
• Lead by example and assist in the training and development of customer care team members.

Skills

• Previous experience as a team lead or supervisor in a customer service or call center environment.
• Excellent verbal and written communication skills across phone, email, and chat platforms.
• Strong multitasking abilities; comfortable using multiple systems simultaneously.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Skilled in incident escalation, resolution tracking, and documentation.
• Ability to adapt quickly in a fast-paced, ever-changing environment.