TruGreen
CustomerCareCoordinator
“Customer Care Coordinator at TruGreen. Skills: customer service, customer issue resolution, customer retention. 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.”
What You'll Achieve.
resolve customer concerns in a timely and professional manner; provide and maintain the highest level of customer service; retain business; ensure quality outcomes
Industry & Context.
diagnose root cause of more complex customer issues; resolve customer concerns
Physically located in the United States, Sit, stand and walk, Use hands and arms to handle, feel or reach, Use close vision abilities, Occasionally lift or move up to 25 lbs, Occasionally stoop, kneel, crouch or crawl
What They're Looking For.
Must Have
High school diploma/GED required, 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), Ability to speak, read and write fluently in English is required, MUST BE physically located in the United States while performing this job
Nice to Have
Associate’s degree preferred
What You'll Do.
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., 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., 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.
How You'll Work.
Team & Collaboration
liaison between branches and customers; reports to management team; communicates improvement opportunities or trends impacting the customer experience to management
Communication Scope
speak; hear; write fluently in English
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