Customer Service Representative

Job Description

Job Description

Benefits:

• SIMPLE IRA 3% Match
• Dental insurance
• Paid time off

As a CSR, you will be an important part of our office and operations team. Your responsibilities will include:

Customer Service

• Answer incoming customer calls in a professional and friendly manner.
• Serve as a primary point of contact for customers throughout the restoration process.
• Respond to customer questions, concerns, and requests.
• Communicate professionally with homeowners, property managers, insurance representatives, and other customers.
• Handle difficult or upset customers with patience and professionalism.
• Follow up with customers to make sure their needs are being addressed.
• Escalate customer concerns to management when appropriate.

New Job Intake & Scheduling

• Take incoming emergency and restoration calls during normal business hours.
• Gather accurate information regarding the property loss and customer's needs.
• Enter new jobs and customer information into company systems.
• Schedule inspections, appointments, crews, and technicians.
• Confirm appointments and communicate schedule changes.
• Coordinate schedules between customers, technicians, project managers, and other team members.
• Assist with emergency restoration dispatch and coordination.

Job Coordination & Communication

• Communicate job updates between customers and field personnel.
• Monitor job status and identify items requiring follow-up.
• Keep customers informed regarding scheduling and project updates.
• Document customer conversations, requests, and important job information.
• Ensure job records are accurate and up to date.
• Follow through on customer requests until they are resolved.

Office & Administrative Support

• Maintain accurate customer and job records.
• Assist with paperwork and documentation.
• Enter and maintain information in company software.
• Assist management and office staff with administrative duties.
• Help maintain an organized and professional office environment.
• Perform other duties as needed to support the team.