Customer Care Coordinator

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 (CFRs) as a liaison between branches and customers to provide and maintain the highest level of customer service.

• Handle inbound and outbound calls to resolve routine customer concerns (service, billing, results).
• Diagnose and resolve more complex customer issues, deviating from routine procedures when needed.
• Prioritize open, overdue, and/or critical CFRs or customer concerns and escalated to management as needed.
• Review and respond to customer feedback collected through external sources, compile statistical data (e.g., NPS), identify trends, and report to management.
• Contact cancel‑request customers to retain business; probe to identify root cause and use approved customer save offers (discounts, service calls) to retain business.
• Enter and maintain accurate customer data (contact information, service plan, billing info) in the database.
• Research customer database for account and service history to resolve concerns.
• Follow standard policies and scripting to ensure quality outcomes.
• Assess customer needs for additional services and up‑sell when appropriate.
• Identify and communicate improvement opportunities or trends impacting the customer experience to management.
• Participate in special projects to support branch operations and efficiency.
• Occasionally may receive customers and vendors at the assigned branch.

• High school diploma or 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 (Word, Excel, Outlook, PowerPoint).

Regularly required to sit, stand, walk; use hands and arms; speak, hear, and use close vision. Occasionally required to lift or move up to 25 lbs; stoop, kneel, crouch, or crawl. Work environment: low to moderate noise level. Must be physically located in the United States.

$31,819.00 – $58,865.00 per year, varying by qualifications and experience.

Medical, dental, and vision insurance; company matching 401(k) plan; and other programs.

Tru Green is proud to affirm our commitment to hiring veterans and to creating an inclusive, diverse environment. We are an Equal Opportunity/Affirmative Action Employer. Veterans, minorities, women, and individuals with disabilities are encouraged to apply.