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.

• 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.
• Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
• Researches customer database for account and service history and information to resolve customer 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 or GED required. Associate’s degree preferred. 2–3 years of customer service experience required, including experience resolving escalated customer service issues. Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) required.

Regularly required to sit, stand and walk; use hands and arms; speak and hear; use close vision. Occasionally required to lift or move up to 25 lbs and to stoop, kneel, crouch or crawl. Noise level is low to moderate; adverse conditions are minimal. Ability to speak, read and write fluently in English is required. The position must be located in the United States.

Pay range: $31,819.00 – $58,865.00, based on qualifications, experience, and other factors. Benefits include Medical/Dental/Vision insurance and company‑matching 401(k) plans, in addition to other programs and perks.

We are an Equal Opportunity/Affirmative Action Employer – Minorities, Females, Protected Veterans, and Individuals with Disabilities.