Customer Service Representative

Position Title: Customer Service Representative (CSR) Job Summary: Are you passionate about delivering exceptional customer experiences and building lasting relationships? As a Customer Service Representative (CSR) at ServiceMaster by McCann, you will be the friendly and professional voice of our company - the first point of contact for clients in their time of need seeking reliable Disaster Restoration and Commercial Cleaning services. In this dynamic role, you will play a vital part in resolving inquiries, coordinating services, and ensuring every customer feels valued and supported. You will thrive in a fast-paced environment while upholding our core ServiceMaster Brands values: * Honor God in All We Do * Help Our Team Develop * Build Client Relationships * Grow Profitably If you enjoy helping others, solving problems, and contributing to a team that makes a real difference in people's lives after unexpected events, this is the perfect opportunity for you! Key Responsibilities * Deliver outstanding customer service by promptly responding to inquiries through phone, email, chat, and in-person interactions * Professionally answer incoming calls, assess needs, and efficiently dispatch technicians to provide timely support * Handle complex customer issues with care and escalate them effectively to the appropriate team members or departments * Maintain accurate and detailed records of all customer interactions, including thorough documentation of emergency call intake processes * Provide clear, accurate information about our full range of restoration and cleaning services * Prepare thoughtful client gifts and coordinate handoff to field technicians to enhance the customer experience * Manage administrative tasks including filing, mail collection, appointment confirmations for the next day, and creating organized intake files * Update the On-Call Manager schedule during weekly rotations (every Friday) * Utilize iCAT software for efficient customer rug tracking and management * Perform precise data entry in Restore 365 for claim file intake and processing * Print and organize essential documents such as bonus sheets, on-call schedules, and time-off slips for warehouse use * Provide supervision and responsive support at the podium as needed * Assist with CAT Mode operations during high-demand periods * Prepare personalized employee birthday and anniversary cards to foster a positive team culture * Send customer satisfaction surveys and follow up to continuously improve service quality Schedule & On-Call Requirements * Full-time schedule: 5 days per week, Monday-Friday, 8:00 AM - 5:00 PM * Participate in the company on-call rotation approximately every 6 weeks (providing valuable additional support during emergencies) Qualifications and Requirements * Minimum 2 years of customer service experience in a professional setting * Minimum 2 years of administrative experience with strong organizational skills * Excellent time management, prioritization, and multitasking abilities - able to handle multiple tasks with grace under pressure * Outstanding interpersonal skills with a genuine ability to build strong, trusting relationships with both customers and team members * Superior communication skills, including clear verbal and written communication, active listening, and proficient typing * Adaptable and resilient - comfortable thriving in a high-pressure, fast-paced environment * Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.) * Positive attitude, strong work ethic, and a customer-first mindset What We Offer * Competitive compensation package bases on experience * Opportunity to make a meaningful impact in your community * Supportive team environment rooted in strong core values * Professional development and growth opportunities * Stable full-time schedule with occasional on-call rotation Ready to join a company that values integrity, teamwork, and exceptional service? Apply today and become an essential part of the ServiceMaster by McCann family!