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Customer Care Coordinator
TruGreen
- Dennis, Texas, United States
- Dennis, Texas, United States
About
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 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.
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) in the 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 the assigned branch.
Education & 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 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.
Pay Ranges $35,001.00 – $63,002.00
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 include a candidate’s skills, experience, and geographic location; the expected quality and quantity of work; and internal pay alignment. 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.
Equal Opportunity TruGreen is proud to affirm our commitment to hiring veterans and to fostering an inclusive and diverse environment. We encourage diverse candidates to apply to this position. We are an Equal Opportunity/Affirmative Action Employer – Minorities/Females/Protected Veterans/Individuals with Disabilities.
Additional Requirements Ability to speak, read, and write fluently in English is required. You must be physically located in the United States while performing this job.
Pre‑Employment TruGreen performs pre‑employment testing.
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Languages
- English
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