Contents & Textile Restoration Client Care Representative

Job Description

Job Description

Position Overview:

We are seeking a friendly, detail-oriented, and dependable  Customer Service Representative  to join our restoration team, As the first point of contact for clients experiencing contents related damage, you will play a critical role in providing compassionate service, clear communication, and efficient administrative support. This position involves handling inbound calls, coordinating service appointments, supporting field technicians, and assisting project documentation and insurance communications.

Primary Responsibilities:

Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

· Answer incoming calls, emails and inquiries in a professional and empathetic manner.

· Schedule inspections, estimates, and service appointments for emergency and non-emergency restoration jobs.

· Serve as a liaison between customers, insurance adjusters, and the operations team.

· Collect and verify customer information, insurance policy details, and job site data.

· Follow up with clients and provide updates and ensure satisfaction throughout the restoration process.

· Support field technicians and project managers with job coordination and status updates.

· Handle customer concerns with professionalism and escalates when necessary.

· Maintain a calm, courteous demeanor in high-pressure or emotionally sensitive situations.

· Able to apply critical thinking and work well in a team-based environment.

Qualifications:

· High school diploma or equivalent

· 1+ year of customer service or administrative experience (experience in restoration, construction, or insurance is a plus).

· Strong communication and interpersonal skills.

· Excellent organizational and multitasking abilities.

· Familiarity with CRM or job-tracking systems (preferred)

· Proficient in Microsoft Office Suites (Word, Excel, Outlook, PowerPoint, and Teams),

· Ability to remain composed and solution-focused during emergency situations.

Schedule: Monday-Friday & Rotating Weekends (8:30 am-5:00 pm)

AAP/EEO Statement :

The company provides  equal employment opportunities to all individuals regardless of their race, color, creed, religion, age, sexual orientation, national origin, disability, veteran status, or any other characteristics protected by state, federal, or local law.

CRDN (Certified Restoration Drycleaning Network) of Michigan and Northwest Ohio is a trusted provider of specialty restoration services for homes and businesses affected by disaster. Partnering with insurance companies, contractors, homeowners, CRDN specializes in the restoration of textiles, electronics, art, and full contents of homes and businesses. With a focus on care, speed, and professional results, CRDN assists families and businesses recover more of what matters following a loss. Certified technicians use advanced techniques and industry-standard protocols to ensure items are restored safely and efficiently.

Company Description

CRDN (Certified Restoration Drycleaning Network) of Michigan and Northwest Ohio is a trusted provider of specialty restoration services for homes and businesses affected by disaster. Partnering with insurance companies, contractors, homeowners, CRDN specializes in the restoration of textiles, electronics, art, and full contents of homes and businesses. With a focus on care, speed, and professional results, CRDN assists families and businesses recover more of what matters following a loss. Certified technicians use advanced techniques and industry-standard protocols to ensure items are restored safely and efficiently.