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TruGreen · 1 month ago

Customer Care Coordinator

Lexington, OH 44904

Full-time

Onsite

Entry, Mid Level

$32K/yr - $59K/yr

2+ years exp

TruGreen is committed to providing personalized attention for our associates and focuses on developing proud, dynamic teams. The Customer Care Coordinator will handle inbound and outbound calls to resolve customer concerns and act as a liaison between branches and customers to ensure high levels of customer service.

Customer ServiceLandscapingService Industry

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