Customer Service Coordinator

About Leaf Home

We are powered by people on a single mission to make homeownership easy. We've crafted a team of the very best to ensure we make a difference by winning every day. In addition to serving our customers, Leaf Home strives to build a welcoming and inclusive workplace. We are proud to be a certified Great Place to Work® as well as a multi-year recipient of Top Workplaces recognition.

Why Leaf Home We Win

• Driven every day to win
• People Powered - Recognized as a top Ohio and U.S. workplace by Great Place to Work®, Energage, and more
• Family feel with enterprise-level resources
• Support - Inclusion, sustainability, and reliability surround everything we do
• Personal growth - Dedicated to providing resources and encouragement for employee growth
• Mobility - Locations throughout the U.S. and Canada, with continued expansion

Position Summary

The Customer Care Coordinator handles customer inbound and outbound calls, primarily with customers post-sale, but also answers general company questions for internal and external customers. This role schedules customer service calls and other customer service activities as needed. This position is required to review completed service tickets from the field for quality assurance.

Essential Duties And Responsibilities

• Provide excellent customer service during all inbound/outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.
• Review contract with customer post-sale to ensure accuracy and completeness.
• Schedule installation with the customer and assign the job to an installation contractor.
• Schedule service customers with local technicians, as needed.
• Review completed service tickets for quality assurance in region.
• Act as a liaison and corporate contact for Leaf Home installation and service teams at the local office in assigned region.
• Be flexible in performing any task deemed necessary to support department and/or company-wide initiatives. May process change orders.

Required Education And Experience

• High school diploma or equivalent.
• Required Years Of Experience: 1+ years of customer service and administrative experience.

Additional Requirements

• Computer and keyboard proficiency – job duties performed are essentially paperless.
• Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
• Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the customer’s needs at the forefront of every interaction.
• Adaptable, patient, and highly detail-oriented and data-efficient.
• Highly organized, with strong time management skills and the ability to be resourceful.
• Proficiency using Microsoft Office Suite.
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities, Or Certifications

• Ability to type at least 50 words per minute.
• Experience in the home improvement/construction industry.
• Experience working in a direct-to-consumer organization.

Key Competencies

Uses basic problem-solving and subject matter understanding to perform tasks under supervision.

Travel Requirements

No travel required (stationary work location).

Overtime/Additional Hours Requirements

Overtime hours may be required based on business needs.

Physical Requirements

Normal Office Environment

Are We Your Company?

Focused On Growth
Leaf Home Is Dominating The Home Improvement Industry As We Continue To Grow. We Work Hard And Play Harder. With Offices Across The U.S. And Canada, Our Diverse Team Spans Marketing, Sales, Installation, And Service. We Are Committed To Employee Growth Through Innovating, Always – Providing cutting-edge solutions for employees and customers
Partnering with Our Customers – Building trusted relationships at the core of everything we do
Empowering Employees – Creating opportunities for growth and success in a supportive environment
Supporting Our Communities – Giving back to the places our customers and employees call home

What We Offer

• Industry-leading compensation package
• Competitive medical, dental, and vision benefits after 60 days
• Retail savings plan with company match
• Paid parental leave and generous paid time off programs
• On-campus fitness programs and meal delivery services
• Comprehensive health, wellbeing, financial wellness, and childcare benefits
• Opportunities for growth and advancement

Additional Perks

• Employee assistance program with 24/7 legal, financial, and counseling support
• Employee discount marketplace with thousands of savings options
• Flexible Gym membership
• Employee resource groups, including VetConnect and the Women’s Committee

Awards and Recognition

• Remodeling 550 list placements
• Qualified Remodeler Top 500 rankings
• Smart Culture Awards for employee-focused culture
• Inc. 5000 and Inc. 5000 Regionals: Midwest growth recognition

Diversity and Equal Opportunity

Leaf Home is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Employment decisions are made without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, genetic information, veteran status, or disability, in accordance with applicable law.

Americans With Disabilities Act Statement And Contact

Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to adarecruiting@leafhome.com.