Customer Care Coordinator - Travel Services

Job Description TruGreen is committed to providing personalized attention for our associates and continuously strives to make TruGreen an employer of choice. 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 Receive inbound and make 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. Coordinate and resolve customer follow‑up requests as a liaison between branches and customers to maintain high level of customer service. Prioritize open, overdue and/or critical CFRs or customer concerns and escalated to management as needed. Review and respond to customer feedback collected through external sources. Compile statistical data (e.g., net promoter scores, or NPS), identify trends, and report to management. Make contact with customers requesting cancellation to retain business. Probe to identify root cause and use approved customer save offers (e.g., discounts, service calls) to retain customer. Complete special projects to support branch operations and efficiency. Enter and maintain customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely. Research customer database for account and service history and information to resolve customer concerns. Follow standard policies, procedures and scripting when interacting with and resolving customer concerns to ensure quality outcomes. Assess customer needs for additional services and up‑sell as appropriate. Identify and communicate improvement opportunities or trends impacting the customer experience to management. Receive customers and vendors at assigned branch. Education and Experience Requirements High school diploma or GED required. Associate’s degree preferred. 2–3 years of customer service experience required. Experience resolving escalated customer service issues required. Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint). Ability to speak, read and write fluently in English. You must be physically located in the United States while performing this job. Physical Demands & Working Conditions Regularly required to: sit, stand and walk; use hands and arms to handle, feel or reach; speak and hear; use close vision. Occasionally required to: lift or move up to 25 lbs; stoop, kneel, crouch or crawl. Noise level: low to moderate. Adverse conditions: minimal. Pay Ranges $31,819.00 – $58,865.00. This range is based on 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. In addition to monetary compensation, we offer benefits, including medical, dental, vision insurance and company‑matching 401(k) in addition to other programs and perks. Equal Opportunity Statement We are an Equal Opportunity/Affirmative Action Employer – Minorities, Females, Protected Veterans, Individuals with Disabilities. We encourage diverse candidates to apply to this position. #J-18808-Ljbffr