Job Details

Summary:

The Customer Care Specialist acts as the liaison between customers and franchises throughout the TWO MEN AND A TRUCK® system to ensure a high level of customer satisfaction. The Customer Care Specialist possesses a deep commitment to customer service and the desire to exceed customer expectations. 

Duties/Essential Job Functions:

• Receive and analyze customer complaints to ensure customer service satisfaction and company policies/procedures are being followed at the franchise level.  Complaints are received via telephone call, email, fax, letter, and automated survey replies

  • Document and log customer complaints via the company internal tracking system 

  • Update tracking system as new information becomes available

  • Validate complaint as necessary

  • Request and analyze customer paperwork ensuring company approved forms are being used. 

• Explain Customer Care philosophy to key personnel within the company and/or system using policies and procedures when developing an action plan for resolution of the customer complaint

• Counsel Franchisees or designated representative regarding customer complaints in progress.  Provide recommendations for course of action as appropriate for the system protocol

• Offer coaching/training to franchisee and staff in order to achieve company customer referral and satisfaction goals

• Participate in renewal and re-engagement franchise visits as necessary

• Receive, analyze and process all "How’s My Driving" incident reports received

• Decipher and interpret the data, determine the severity of the incident and communicate the information to the respective Franchisee or designated representative 

• Analyze and respond to positive communication received from customers

• Receive, analyze and process all general requests for information by potential customers.  Evaluate information and determine the Franchise to best assist the customer.  Forward details for follow up by the Franchisee or designated representative 

• Compile and track statistical data related to the Customer Care department for monthly report

• Actively participate in various Home Office meetings corporate wide projects

• Other duties as assigned by Customer Care Manager.