Customer Care Coordinator

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!" Receives inbound and makes outbound calls to resolve customer concerns in a timely and professional manner.

Requirements

• Receives inbound and makes outbound calls to resolve routine customer concerns (e.g., service, billing, results) in a timely and professional manner.
• 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.
• 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.

Benefits

• Medical/Dental/Vision insurance
• Company-matching 401(k)