Customer Care Coordinator

Job Description

TruGreen 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 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

The 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 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

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

• Low to moderate
  

Adverse Conditions

• Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

Pay Ranges

$31,819.00 - $58,865.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. 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.