Customer Care Coordinator

Location: 6 New Venture Drive, South Dennis, Massachusetts 02660 — Job ID: 101462 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. 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 with Microsoft Office applications (Word, Excel, Outlook, PowerPoint). 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 abilities. Occasionally required to: Lift or move up to 25 lbs; stoop, kneel, crouch or crawl. Noise level: Low to moderate; adverse conditions: minimal. Ability to speak, read and write fluently in English required. You must be physically located in the United States while performing this job. Compensation and Benefits Pay Range: $35,001.00 – $63,002.00. The upper end of the range is generally reserved for candidates with extensive experience. Benefits include medical, dental, vision insurance and company‑matching 401(k) plan. Other programs and perks may also be offered. EEO & Diversity TruGreen is committed to hiring veterans and fostering an inclusive, diverse environment. We are an Equal Opportunity/Affirmative Action Employer – Minorities, Females, Protected Veterans, Individuals with Disabilities. To learn more, please visit EEOC/EEO at TruGreen (trugreenjobs.com). #J-18808-Ljbffr