Consumer Care Coordinator

Overview

The role of Consumer Care Coordinator will handle escalated inquiries, coordinate incident responses, and ensure high-quality service delivery via phone, email, and chat.  This role plays a key part in supporting customers, retail partners, and internal teams through various communication channels.

Schedule:

• Monday to Friday, 8:00 AM – 5:00 PM.
• Working in an office located in Plano, TX (NOT a remote opportunity)

• Key Responsibilities

  • Respond to customer, retail, and internal inquiries regarding rentals, products, and support issues via phone, email, and chat.
  • Assist Consumer Care team with complex contacts that include, but are not limited to escalated consumers, Better Business Bureau inquiries, and Attorney General Letters that require technical product expertise. Accept escalated contacts from the service team, and place outbound calls to consumers regarding specific product information
  • Liaise with stakeholders to update/revise information published online and in the Knowledge Base as product and procedure updates are made.
  • Deliver empathetic, professional, and efficient customer service.
  • Coordinate and manage the resolution of carpet cleaning incidents with internal teams and external partners including the consumer, operations and legal partners.
  • Respond to customer feedback through email and social media platforms.
  • Handle call escalations and assist in resolving conflicts with professionalism.
  • Accurately document all interactions using multiple computer systems and tools.
  • Provide troubleshooting support to field and corporate teams.
  • Stay up to date with evolving policies, procedures, and service goals.
  • Lead by example and assist in the training and development of customer care team members.

Skills:

• Previous experience as a team lead or supervisor in a customer service or call center environment.
• Excellent verbal and written communication skills across phone, email, and chat platforms.
• Strong multitasking abilities; comfortable using multiple systems simultaneously.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Skilled in incident escalation, resolution tracking, and documentation.
• Ability to adapt quickly in a fast-paced, ever-changing environment.