Remote Customer Care

About the Role

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.

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.

Requirements

• High school diploma or equivalent.
• 1+ years of customer service and administrative experience.
• Computer and keyboard proficiency – job duties performed are essentially paperless.
• Excellent verbal and written communication skills for interacting with internal and external parties in a professional manner.
• Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues, prioritizing customer needs.
• Adaptable, patient, and highly detail-oriented with strong data efficiency.
• Highly organized, with strong time management skills and resourcefulness.
• 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 Qualifications

• 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 & Overtime

• No travel required (stationary work location).
• Overtime hours may be required based on business needs.

Physical Requirements

Normal office environment.

Why Leaf Home

• We Win – Being driven every day to win is who we are.
• 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 – You are important to us, and we’ve built a culture you’ll love.
• 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.

Benefits

• Industry-leading compensation package.
• Competitive medical, dental, and vision benefits after 60 days.
• Retirement 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.
• 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 & Recognition

Leaf Home has been recognized as a Top Workplace by The Plain Dealer, is a multi-year recipient of Top Workplaces USA by Energage, and is Great Place To Work® Certified™. Additional recognitions include:

• 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.

For a full list of awards, visit www.leafhome.com/press/.