Customer Care Coordinator

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Location:

2269 Danforth Drive, Lexington, Kentucky 40511.

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). 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.
• 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., 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 (discounts, service calls) to retain customer.
• May complete special projects to support branch operations and efficiency.
• Enters and maintains customer data (contact info, service plan, billing) into database accurately and timely.
• Researches customer database for account and service history to resolve 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.

• 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).

Regularly:
Sit, stand, walk; use hands/arms; speak and hear; use vision.

Occasionally:
Lift or move up to 25 lbs; stoop, kneel, crouch or crawl.

Noise level:
Low to moderate. Adverse conditions:
Minimal.

$31,819.00 – $58,865.00.

Medical/Dental/Vision insurance and company‑matching 401(k) in addition to other programs and perks.

We are an Equal Opportunity/Affirmative Action Employer – minorities, females, protected veterans, individuals with disabilities. Tru Green is committed to diversity and inclusion.

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 affirms its commitment to hiring veterans.

For more information, visit Tru Green Disclaimer.