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 liaison between branches and customers to maintain highest level of customer service.

• Receive inbound and make outbound calls to resolve routine customer concerns (service, billing, results) professionally and promptly.
• May deviate from routine procedures to diagnose root cause of more complex issues.
• Prioritize open, overdue or critical CFRs or concerns and, if necessary, elevate to management.
• 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 root cause and use approved offers to retain customers.
• Complete special projects to support branch operations and efficiency.
• Enter and maintain customer data in the database accurately and timely.
• Research customer database for account and service history to resolve concerns.
• Follow standard policies, procedures and scripting to ensure quality outcomes.
• Assess customers’ needs for additional services and up‑sell as appropriate.
• Identify and communicate improvement opportunities or trends impacting the customer experience to management.
• Receive customers and vendors at the assigned branch, when required.

• 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 applications (Word, Excel, Outlook, PowerPoint).

Regularly required to sit, stand, walk, use hands and arms to handle, feel or reach, speak, hear, and use close vision. Occasionally required to lift or move up to 25 lbs, stoop, kneel, crouch, or crawl. The work environment has low to moderate noise level and minimal adverse conditions. Ability to speak, read and write fluently in English is required. The applicant must be physically located in the United States while performing this job.

Pay range: $31,819.00 – $58,865.00. Benefits include medical, dental, vision insurance, and company‑matching 401(k) retirement plan.

Tru Green is an Equal Opportunity/Affirmative Action Employer – Minorities, Females, Protected Veterans, and Individuals with Disabilities. Tru Green is proud to affirm its commitment to hiring veterans and embraces diversity and inclusion throughout its workforce.