Customer Care Coordinator

Responsibilities

• Receives inbound and makes outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner.
• May deviate from routine procedures to diagnose root cause of more complex customer issues.
• Captures and responds to customer feedback collected through external sources.
• Compiles statistical data (e.g., net promoter scores, or NPS), identifies trends, and reports to management team.
• Makes contact with cancel request customers to retain business.
• Probes to identify root cause and uses approved customer save offers (e.g., discounts, service calls) to retain customer.
• Makes special projects to support branch operations and efficiency.
• Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
• Researches customer database for account and service history and information to resolve customer concerns.
• Identifies and communicates improvement opportunities or trends impacting the customer experience to management.
• Makes contact with customers and vendors at assigned branch.

Requirements

• A high school diploma/GED is required.
• An associate’s degree is preferred.
• Two to three years of customer service experience are required.
• Experience resolving escalated customer service issues is required.
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) are required.

Physical Demands & Working Conditions

• Sit, stand and walk.
• Use hands and arms to handle, feel or reach.
• Speak and hear.
• Regularly required to lift or move up to 25 lbs.
• Occasionally required to stoop, kneel, crouch or crawl.

Pay

Pay ranges from $33,410.00 to $60,138.00 per year, based on qualifications and experience. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.