Customer Care Coordinator

Company: Tru Green
Location: Carrollton
Posted on: May 2, 2021

Job Description:

1014621640 Wallace Drive, Carrollton, Texas 75006Job DescriptionTruGreen 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 OverviewReceives 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.ResponsibilitiesReceives 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 efficiencyEnters 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.CompetenciesEducation and Experience Requirements High school diploma/GED required. Associates 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 ConditionsThe 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 walkUse hands and arms to handle, feel or reachSpeak and hearUse close vision abilitiesOccasionally required to:Lift or move up to 25 lbsStoop, kneel, crouch or crawlThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.Noise levelLow to moderateAdverse ConditionsMinimalTruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, Click Here (or to request an application accommodation, Click Here (.California Residents: for information on personal data we collect as part of the application process, Click Here (.TruGreen performs pre-employment testing.Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing. I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time.We offer growth, both for your career and your community. TruGreen is the nation's largest and most comprehensive provider of lawn and landscape services. We are proud to have over 200 branches across the country so that you will find opportunities with us no matter where life takes you. Plus, we offer competitive pay and a comprehensive benefits package, including medical, dental, vision and 401k plans. With our small-company feel, tight-knit communities and 40 years of time-tested training, you will have everything you need to grow your career with us at TruGreen. Having trouble searching on this site? Please go to trugeenjobs.com (for a more optimized search experience.

Keywords: Tru Green, Carrollton , Customer Care Coordinator, Other , Carrollton, Texas