Customer Care Coordinator

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 the 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 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. 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 customers. May complete special projects to support branch operations and efficiency. Enters and maintains customer data into the 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 upsell as appropriate. Identifies and communicates improvement opportunities or trends impacting the customer experience to management. May receive customers and vendors at an assigned branch. Qualifications High school diploma or GED required; Associate’s degree preferred. 2–3 years of customer service experience, including experience resolving escalated customer service issues. Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint). Ability to speak, read, and write fluently in English. Physical location in the United States required. Physical Demands & Working Conditions Regularly required to sit, stand, and walk; use hands and arms to handle, feel, or reach; speak and hear; and use close vision. Occasionally required to lift or move up to 25 pounds and stoop, kneel, crouch, or crawl. Noise level is low to moderate and adverse conditions are minimal. Pay & Benefits Pay range: $31,819 – $58,865 annually. Benefits include medical, dental, and vision insurance and a company‑matching 401(k) plan. EEO Statement TruGreen is an Equal Opportunity/Affirmative Action Employer. We encourage diverse candidates, including minorities, females, protected veterans, and individuals with disabilities. #J-18808-Ljbffr TRUGREEN