Customer Care Specialist

Perks & Benefits That Support You:

• Medical, Dental, and Vision insurance starting the first day of the month after you’re hired
• Competitive 401(k) match to help you invest in your future
• Enjoy 15 days of paid time off, plus 10 paid holidays and 2 floating holidays to recharge and celebrate
• We’re committed to your development with career advancement and professional growth

Location: This position is hybrid and requires 2 days a week at our support center in Lansing, MI.

Join our team as a Customer Care Specialist! In this role, you'll be the trusted bridge between customers and franchise teams, ensuring every move feels smooth, supported, and handled with care. This role is built for someone who thrives on helping people, delivers standout service, and takes pride in going above and beyond to exceed expectations. If you love solving problems, building rapport, and making a real impact on customer satisfaction, you’ll feel right at home here.

• Customer issue analysis – Collect, review, and analyze customer requests, complaints, reviews, and HMD incident reports; route follow‑up details to franchise teams as needed.
• Complaint resolution guidance – Apply Customer Care policies to clarify expectations and help develop action plans for resolving customer concerns.
• Franchise counseling – Advise franchisees on active complaints and recommend appropriate next steps aligned with system protocols.
• Customer satisfaction support – Partner with franchise staff to help achieve referral, satisfaction, and service‑quality goals.
• Data tracking and reporting – Compile, analyze, and report customer service metrics, including monthly departmental statistics and renewal/reengagement insights.
• Social review monitoring – Review negative social media feedback, respond appropriately, and redirect customers to Customer Care for resolution.
• Team and project participation – Participate in MSC meetings, support corporate projects, maintain reliable attendance, and complete additional duties assigned by the Customer Care Manager.

• Customer‑service mindset – Strong commitment to delivering exceptional service with professionalism and empathy.
• Detail orientation – High attention to detail with excellent organizational and prioritization abilities.
• Communication strength – Exceptional oral and written communication, interpersonal skills, active listening, and clear speech.
• Conflict resolution skills – Strong negotiation, problem‑solving, deductive and inductive reasoning, and the ability to stay calm during crises.
• Independent and team‑oriented work – Reliable, flexible, conscientious, and able to make decisions and follow through while working both independently and collaboratively.
• Technical proficiency – Proficient in Microsoft Excel, Word, PowerPoint, and Outlook; adaptable to new tools and changing processes.

It is the policy of Service Master Brands, in accordance with all applicable laws, to recruit, hire, train, and promote persons in all job titles without regard to race, color, national origin, genetic information, religious beliefs, sex, gender identity, sexual orientation, age, marital status, pregnancy, disability, protected veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws.

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process at we

Employment with Service Master Brands is contingent upon the successful completion of a background check and drug screening. These screenings include criminal background and substance use testing in accordance with applicable laws and regulations.

Background checks are required, and qualified applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.