Customer Care Coordinator

TruGreen accepts applications on an ongoing basis. Position Overview Receives inbound and makes outbound calls to resolve customer concerns in a timely and professional manner. Coordinates and resolves customer follow-up requests (CFRs) as a liaison between branches and customers to provide and maintain the highest level of customer service. 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. Coordinates and resolves customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service. Prioritizes open, overdue and/or critical CFRs or customer concerns and escalates to management as needed. Reviews 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. May complete 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. Follows standard policies, procedures and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May assess customer needs for additional services and up-sell as appropriate. Identifies and communicates improvement opportunities or trends impacting the customer experience to management. May receive customers and vendors at assigned branch. You MUST BE physically located in the United States while performing this job. Education and Experience Requirements High school diploma/GED required. Associate’s degree preferred. 2-3 years of customer service experience required. Experience resolving escalated customer service issues required. Computer Skills Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint). Physical Demands & Working Conditions Regularly required: Sit, stand and walk; use hands and arms to handle, feel or reach; speak and hear; use close vision abilities. Occasionally required: Lift or move up to 25 lbs; stoop, kneel, crouch or crawl. Work environment characteristics: noise level low to moderate; adverse conditions minimal. Ability to speak, read and write fluently in English required. Pay Ranges $33,410.00 - $60,138.00. This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. 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. An employee’s pay history will not be a contributing factor where prohibited by local law. Benefits Medical/Dental/Vision insurance. Company-matching 401(k) plan. Other programs and perks. Equal Opportunity/Affirmative Action Employer We are an Equal Opportunity/Affirmative Action Employer – Minorities/Females/Protected Veterans/Individuals with Disabilities. #J-18808-Ljbffr