Introduction to TruGreen and Our Mission
At TruGreen, we are dedicated to providing personalized attention to our associates, focusing on developing our people by building proud, dynamic teams while helping them reach their personal and professional goals. As a leader in our industry, we continuously strive to make TruGreen an employer of choice and "a great place to work!" Our commitment to excellence extends beyond our services to our customers, embracing a culture that values diversity, inclusion, and the exceptional skills, dedication, and leadership that veterans and diverse candidates bring to the workforce.
Job Overview: Customer Care Coordinator
We are seeking a highly skilled and empathetic Customer Care Coordinator to join our team in a fully remote capacity, offering the flexibility to work from anywhere in the United States. This role is pivotal in resolving customer concerns in a timely and professional manner, coordinating follow-up requests, and maintaining the highest level of customer service. As a liaison between our branches and customers, you will play a critical role in ensuring customer satisfaction and loyalty.
Key Responsibilities
- Receive inbound and make outbound calls to resolve routine customer concerns, such as service, billing, and results, in a timely and professional manner, with the ability to deviate from routine procedures to diagnose the root cause of more complex customer issues.
- Coordinate and resolve customer follow-up requests to provide and maintain the highest level of customer service, prioritizing open, overdue, and/or critical requests and escalating to management as needed.
- Review and respond to customer feedback collected through external sources, compiling statistical data, identifying trends, and reporting to the management team to drive continuous improvement.
- Make contact with cancel request customers to retain business, probing to identify the root cause and using approved customer save offers to retain customers and grow our business.
- Enter and maintain customer data into our customer database accurately and timely, researching customer database for account and service history and information to resolve customer concerns efficiently.
- Follow standard policies, procedures, and scripting when interacting with and resolving customer concerns to ensure quality outcomes, assessing customer needs for additional services and up-selling as appropriate.
- Identify and communicate improvement opportunities or trends impacting the customer experience to management, contributing to the development of strategies to enhance our customer care services.
Essential and Preferred Qualifications
To excel in this role, you will need:
- A high school diploma/GED, with an Associate's degree preferred, demonstrating your commitment to education and personal development.
- 2-3 years of customer service experience, with a proven track record of resolving escalated customer service issues and delivering exceptional customer experiences.
- Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint), enabling you to efficiently manage customer data and communicate effectively with our team and customers.
- Excellent communication and interpersonal skills, with the ability to speak, read, and write fluently in English, and a strong capacity for empathy and understanding in customer interactions.
Preferred qualifications include experience in a similar customer care coordinator role, familiarity with customer relationship management (CRM) software, and certifications in customer service or a related field, which can enhance your ability to make a significant impact in this position.
Skills and Competencies for Success
To thrive as a Customer Care Coordinator at TruGreen, you will need to possess:
- Exceptional customer service skills, with a patient, friendly, and professional demeanor in all customer interactions.
- Strong problem-solving and analytical skills, enabling you to diagnose and resolve complex customer issues efficiently.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, team members, and management.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple customer requests simultaneously.
- Strong organizational and time management skills, with attention to detail and accuracy in maintaining customer data and records.
Career Growth Opportunities and Learning Benefits
At TruGreen, we are committed to the growth and development of our associates. As a Customer Care Coordinator, you will have opportunities to:
- Develop your customer service and problem-solving skills through ongoing training and coaching.
- Advance your career within our company, with opportunities for promotion to senior customer care roles or other positions within our organization.
- Enhance your knowledge of our services and industry, staying up-to-date with the latest trends and technologies.
- Contribute to the development of our customer care strategies and processes, sharing your insights and ideas to drive continuous improvement.
Work Environment and Company Culture
TruGreen offers a dynamic and inclusive work environment, with a strong focus on diversity, equity, and inclusion. As a remote employee, you will be part of a distributed team, with opportunities to collaborate with colleagues from diverse backgrounds and locations. Our company culture is built on values of excellence, integrity, and customer satisfaction, with a commitment to making a positive impact on our customers, employees, and the environment.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a salary range of $31,819.00 - $58,865.00, depending on your experience and qualifications. In addition to your salary, you will be eligible for a range of benefits, including:
- Medical/Dental/Vision insurance, providing comprehensive coverage for you and your family.
- Company-matching 401(k), helping you plan for your retirement and financial future.
- Opportunities for professional development and career advancement, with training, coaching, and mentoring to support your growth.
- A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion, and a commitment to making a positive impact on our customers, employees, and the environment.
Conclusion and Call to Action
If you are a motivated and empathetic individual, passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a Customer Care Coordinator. With your skills, experience, and commitment to customer satisfaction, you can make a significant impact at TruGreen, contributing to our mission to provide personalized attention to our customers and associates. Apply now to take the first step in your career journey with us!
Ready to apply? Click here to submit your application and join our team of dedicated professionals who are passionate about customer care and committed to excellence.
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