Customer Care Coordinator 101462

Company Name:
Tru Green
TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer - AA/EOE/M/F/D/V
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.
1. 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.
2. Coordinates and resolves customer follow-up requests as a liaison between branches and customers to provide and maintain the highest level of customer service.
3. Prioritizes open, overdue and/or critical CFRs or customer concerns and escalates to management as needed.
4. 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.
5. 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.
6. May complete special projects to support branch operations and efficiency
7. Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
8. Researches customer database for account and service history and information to resolve customer concerns.
9. Follows standard policies, procedures and scripting when interacting with and resolving customer concerns to ensure quality outcomes.
10. May assess customer needs for additional services and up-sell as appropriate.
11. Identifies and communicates improvement opportunities or trends impacting the customer experience to management.
12. May receive customers and vendors at assigned branch.
Education and Experience Requirements
? High school diploma/GED required. Associate's degree preferred.
? 2-3 years of customer service experience required
? Experience resolving escalated customer service issues required
Knowledge, Skills, and Abilities
? Ability to build customer relationships and provide customer service
? Knowledge and ability to cope with and resolve escalated customer service issues
? Conflict resolution skills
? Knowledge of company products and services
? Attention to detail and accuracy
? Written and verbal communication skills
? Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
? Mathematical skill to calculate figures and amounts such as discounts, commissions, proportions, percentages, area and volume
? Time management skills, including punctuality for on-time attendance
? Ability to prioritize, organize, and perform multiple tasks
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Job Location: Springfield, MO
Job ID: 778694

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