SLA-Driven Customer Care Coordinator

Electrolux Professional Group; Michigan; On-site; USD 42,000 - 60,000; Full time

Job summary

Electrolux Professional Group is seeking a motivated Customer Care Coordinator to support our national Technical Support team. This role is the operational foundation of ticket resolution, tracking service requests, and ensuring timely closures.

You will communicate proactively with customers, ASAs, and internal technical staff to maintain high-quality service. The position requires strong organizational skills, effective communication, and experience with ticketing systems such as Zendesk or

Qualifications

• High school diploma or equivalent required.
• 2+ years of experience in customer service or operations support.
• Experience supporting technical or field service teams is a plus.
• Familiarity with commercial foodservice or professional equipment industry is a plus but not required.

Responsibilities

• Own the follow-up lifecycle of open service tickets to closure within SLA.
• Monitor ticket queues and escalate aging or stalled cases.
• Serve as liaison between customers, ASAs, and internal technical staff.
• Document follow-up activity and resolution notes in the service system.
• Provide daily/weekly status reports with trends and performance.
• Coordinate service call logistics and scheduling with field techs.

Skills

Organizational skills

Time management

Verbal and written communication

Zendesk / Salesforce

Microsoft Excel

Independent and collaborative work

Detail-oriented

Spanish language (preferred)

Education

High school diploma

Associate degree

Bachelor’s degree preferred

Tools

Zendesk

Salesforce Service Cloud

Microsoft Office

Excel

Outlook

Job description

Electrolux Professional Group is seeking a motivated Customer Care Coordinator to support our national Technical Support team. This role is the operational foundation of ticket resolution, tracking service requests, and ensuring timely closures.

You will communicate proactively with customers, ASAs, and internal technical staff to maintain high-quality service. The position requires strong organizational skills, effective communication, and experience with ticketing systems such as Zendesk or