Customer Care Specialist

Customer Care Specialist

ServiceMaster Brands is growing! We're adding a brand-new position to our team, and this is your chance to be part of something exciting. We always Act with Agility, which means we're always learning, evolving, and finding better ways to succeed together. If you're ready to help us innovate, adapt, and deliver results that matter, we're ready for YOU! Perks & Benefits That Support You:

• Medical, dental, and vision insurance starting the first day of the month after you're hired
• Competitive 401(k) match to help you invest in your future
• Enjoy 15 days of paid time off, plus 10 paid holidays and 2 floating holidays to recharge and celebrate
• We're committed to your development with career advancement and professional growth

Location: This position is hybrid and requires 2 days a week at our support center in Lansing, MI.

Join our team as a Customer Care Specialist! In this role, you'll be the trusted bridge between customers and franchise teams, ensuring every move feels smooth, supported, and handled with care. This role is built for someone who thrives on helping people, delivers standout service, and takes pride in going above and beyond to exceed expectations. If you love solving problems, building rapport, and making a real impact on customer satisfaction, you'll feel right at home here.

What you'll do:

• Customer issue analysis Collect, review, and analyze customer requests, complaints, reviews, and HMD incident reports; route follow-up details to franchise teams as needed.
• Complaint resolution guidance Apply Customer Care policies to clarify expectations and help develop action plans for resolving customer concerns.
• Franchise counseling Advise franchisees on active complaints and recommend appropriate next steps aligned with system protocols.
• Customer satisfaction support Partner with franchise staff to help achieve referral, satisfaction, and service-quality goals.
• Data tracking and reporting Compile, analyze, and report customer service metrics, including monthly departmental statistics and renewal/reengagement insights.
• Social review monitoring Review negative social media feedback, respond appropriately, and redirect customers to Customer Care for resolution.
• Team and project participation Participate in MSC meetings, support corporate projects, maintain reliable attendance, and complete additional duties assigned by the Customer Care Manager.

What you'll bring:

• Customer-service mindset Strong commitment to delivering exceptional service with professionalism and empathy.
• Detail orientation High attention to detail with excellent organizational and prioritization abilities.
• Communication strength Exceptional oral and written communication, interpersonal skills, active listening, and clear speech.
• Conflict resolution skills Strong negotiation, problem-solving, deductive and inductive reasoning, and the ability to stay calm during crises.
• Independent and team-oriented work Reliable, flexible, conscientious, and able to make decisions and follow through while working both independently and collaboratively.
• Technical proficiency Proficient in Microsoft Excel, Word, PowerPoint, and Outlook; adaptable to new tools and changing processes.
• Values-driven commitment

About SMB: ServiceMaster Brands is a leading provider of residential and commercial services in restoration, cleaning, moving, and bioremediation. Founded in 1929, we operate 4,600+ locations through 3,200 franchisees, serving over 1 million homes and businesses annually. Today, we do business under trusted brands across 50 states and nine countries, generating more than $3.5B in system-wide sales: ServiceMaster Restore, ServiceMaster Clean, Merry Maids, TWO MEN AND A TRUCK, and TWO MEN AND A JUNK TRUCK. While each brand has its own identity, we share a vision: to become the most admired brand in every industry we serve. Our purpose Be there when you need us extends to our team, where growth, well-being, and success are priorities.

Equal Opportunity Employer: It is the policy of ServiceMaster Brands, in accordance with all applicable laws, to recruit, hire, train, and promote persons in all job titles without regard to race, color, national origin, genetic information, religious beliefs, sex, gender identity, sexual orientation, age, marital status, pregnancy, disability, protected veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws. Accessibility & Accommodations: If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process at View email address on click.appcast.io. Pre-Employment Screening: Employment with ServiceMaster Brands is contingent upon the successful completion of a background check and drug screening. These screenings include criminal background and substance use testing in accordance with applicable laws and regulations. California Applicants: Background checks are required, and qualified applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Privacy Policy: