Customer Care Coordinator

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Address: 7650 W 99th Street, Hickory Hills, Illinois 60457

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.

• 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.
• Enter and maintain customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
• Research customer database for account and service history and information to resolve customer concerns.
• Follow standard policies, procedures and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
• May assess customer needs for additional services and upsell as appropriate.
• Identify and communicate improvement opportunities or trends impacting the customer experience to management.
• May receive customers and vendors at assigned branch.

• 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).

The 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.

• Sit, stand and walk.
• Use hands and arms to handle, feel or reach.
• Speak and hear.
• Use close vision abilities.

• Lift or move up to 25 lbs.
• Stoop, kneel, crouch or crawl.

• Noise level: Low to moderate.
• Adverse
  
  Conditions:
  
  Minimal.

Ability to speak, read and write fluently in English is required.

Must be physically located in the United States while performing this job.

Tru Green is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce.

$35,001.00 - $63,002.00

We offer benefits including medical/dental/vision insurance and company-matching 401(k) in addition to other programs and perks.

Tru Green 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, please visit EEOC/EEO | Tru Green ().

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Other
• Industries: Consumer Services