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 Range: $35,001.00 - $63,002.00

The pay range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience.

Benefits

• Medical/Dental/Vision insurance.
• Company-matching 401(k).
• Other programs and perks.

Qualifications

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to: Sit, stand and walk. Use hands and arms to handle, feel or reach. Speak and hear. Occasionally required to lift or move up to 25 lbs. Stoop, kneel, crouch or crawl.

Equal Opportunity Employer

TruGreen is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.