Customer Care Coordinator

Customer Service RepresentativeTruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!"Position OverviewReceives 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.ResponsibilitiesReceives 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 efficiencyEnters 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.Education and Experience RequirementsHigh school diploma/GED required. Associate's degree preferred.2-3 years of customer service experience requiredExperience resolving escalated customer service issues requiredComputer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)Physical Demands & Working ConditionsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Regularly required to:Sit, stand and walkUse hands and arms to handle, feel or reachSpeak and hearUse close vision abilitiesOccasionally required to:Lift or move up to 25 lbsStoop, kneel, crouch or crawlThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.Noise levelLow to moderateAdverse ConditionsMinimalAbility to speak, read and write fluently in English is required.You MUST BE physically located in the United States while performing this job.TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace. TruGreen