Customer Care Representative

POSITION SUMMARY

The ATI Contact Center Customer Care Agent serves as the critical first point of contact for our clients, driving a seamless and supportive customer experience across multiple communication channels. This role is responsible for conducting accurate job intake for new projects and managing emergency dispatch jobs originating from residential, commercial, and TPA (insurance carrier) accounts via inbound calls, email, SMS, and chat.

Additionally, the agent handles outbound coordination, assessment scheduling, and incoming communications for existing jobs, ensuring that customers are promptly and effectively connected to their designated field representative, Project Director, or Project Manager.

PRINCIPAL RESPONSIBILITIES

Job duties include, but are not limited to:

Omnichannel Intake & Emergency Dispatch

• Routinely take inbound and outbound calls and process customer emails, SMS, and live chat to maintain a strong pulse on customer needs and ensure comprehensive coverage.
• Accurately process and document new job requests from residential customers, commercial clients, and TPA (insurance carriers) arriving via phone, email, SMS, or chat, ensuring all initial project data is captured correctly.
• Monitor and rapidly respond to urgent emergency dispatch requests across all communication channels, ensuring immediate escalation and swift dispatch of response teams.

Outbound Clarification & Scheduling

• Conduct outbound calls to customers to gather missing information and clarify complex project details.
• Place outbound calls to the appropriate local office to coordinate and schedule initial property assessments.

Customer Support, Routing & Service Education

• Answer inbound calls, emails, texts, and chats regarding ongoing projects, providing compassionate, efficient support and initial troubleshooting for customers seeking updates.
• Act as the vital link between the customer and field operations by seamlessly connecting clients to their specific field representative, Project Director, or Project Manager.
• Educate residential and commercial callers on the full scope of restoration services offered by ATI, employing soft sales skills and consultative techniques to address customer concerns and overcome initial objections gracefully.

System, Workflow & Compliance

• Log all customer interactions, intake details, and routing activities into the CRM and omnichannel contact center platforms in real time to ensure accurate record-keeping.
• Follow operational procedures and specific TPA/carrier compliance rules during the intake, outbound scheduling, and routing phases.
• Perform other related duties as assigned by Call Center Manager.

EDUCATION & EXPERIENCE

• 1--2 years of experience in a high-volume call center environment is required.
• Prior experience in dispatch, restoration, outbound scheduling, or insurance claims is highly preferred.
• Strong working knowledge of Salesforce CRM software, omnichannel contact center platforms (telephony, email, chat) like Zoom, and standard office applications is required.
• Experience managing SMS communication is a plus.
• Exceptional verbal and written communication skills, with a proven ability to de-escalate frustrated customers gracefully across all mediums, are required.

CORE COMPETENCIES

• Emotional Intelligence: Ability to remain calm, professional, and empathetic under pressure, whether speaking on a call or typing via chat/email with customers experiencing property emergencies.
• Adaptability: Seamlessly transition between detailed new job intakes, rapid emergency dispatching, outbound scheduling calls, and answering routine emails within the same hour.
• Attention to Detail: High level of precision when recording critical job data, insurance information, and client contact details across multiple written and verbal platforms.
• Persuasion & Objection Handling: Ability to listen actively, build value, and handle customer objections effectively using soft sales techniques without being pushy.

SUPERVISORY RESPONSIBILITY

This role does not have any direct supervisory responsibility.

TRAVEL & WORKING CONDITIONS

This role does not require travel and will take place in a professional environment, on site, in an office setting