Customer Care Coordinator

Job Description

Tru Green is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make Tru Green an employer of choice and "a great place to work!"

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.

• Receive inbound and make 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.
• Coordinate and resolve customer follow‑up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
• Prioritize open, overdue, and/or critical CFRs or customer concerns and escalates to management as needed.
• Review and respond to customer feedback collected through external sources. Compile statistical data (e.g., Net Promoter Scores or NPS), identify trends, and report to management team.
• Contact cancel‑request customers to retain business. Probe to identify root cause and use approved customer save offers (e.g., discounts, service calls) to retain customer.
• Complete special projects to support branch operations and efficiency.
• Enter and maintain customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
• Research customer database for account and service history and information to resolve customer concerns.
• Follow standard policies, procedures and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
• Assess customer 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 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).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit, stand, walk, use hands and arms to handle, feel or reach, speak and hear, use close vision abilities.
• Occasionally required to lift or move up to 25 lbs; stoop, kneel, crouch or crawl.

Pay range: $35,001.00 – $63,002.00. The range is based on the qualifications necessary for the position. Factors such as skills, experience, and geographic location may influence the offer. Benefits include Medical/Dental/Vision insurance and company‑matching 401(k) plus other programs and perks.

We are an Equal Opportunity/Affirmative Action Employer – Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | Tru Green ().

Seniority level:
Entry level.

Employment type:

Full‑time. Job function:
Other. Industries:
Consumer Services.

Ability to speak, read and write fluently in English is required. You must be physically located in the United States while performing this job.