Client Care Dispatcher

Job Description

Job Description

Cousino Restoration is seeking a Client Care Dispatcher to join our team in Perrysburg, OH.

At Cousino Restoration you’ll find not just a job, but a career with purpose and growth. If you’re looking for a place where your contributions are valued, your career is supported, and your work makes a difference, we would love to have you on our team.

Are you someone who can stay calm under pressure while helping people through stressful and urgent situations? As a Customer Care Dispatcher, you are not just answering calls—you are the frontline emergency response dispatcher and the voice of reassurance for customers in need.

In this role, dispatching and empathy are your most critical skills. You’ll be responsible for quickly assessing emergency situations, gathering vital information, and coordinating rapid response services—often while speaking with customers experiencing distress due to fire, water damage, or other emergencies. Your ability to respond with urgency and compassion will directly impact both customer experience and response outcomes.

Working in a fast-paced, high-volume call environment, you must be able to think quickly, multitask efficiently, and communicate clearly all while maintaining a calm, supportive presence. Every call is time-sensitive, and every interaction matters.

Summary

The Customer Intake & Dispatch Specialist serves as the first point of contact for customers, insurance partners, property managers, referral partners, and internal teams requiring restoration or mitigation services. This position is responsible for quickly and accurately gathering critical loss information, determining the appropriate service response, creating the job or lead in the appropriate system, and coordinating dispatch across multiple geographic regions.

Because many calls involve urgent property damage—including water, fire, smoke, storm, mold, and sewage losses—the Intake & Dispatch Specialist must remain calm under pressure, communicate with empathy and confidence, and move quickly and accurately to ensure superior customer satisfaction.

The goal of this position is simple: answer quickly, understand the need, capture accurate information, and get the right team moving as quickly as possible.

Key Responsibilities:

Customer Intake & Call Handling

• Answer inbound calls promptly and professionally from customers, insurance carriers and agents, property managers, referral partners, vendors, and internal teams.
• Provide professional, reassuring, and empathetic customer experience during stressful or emergency situations.
• Identify the customer's immediate needs and determine the appropriate service line and response.
• Gather complete and accurate information, including customer contact information, property location, type and source of loss, affected areas, date of loss, insurance information, and other relevant details.
• Ask appropriate probing questions to determine the urgency, scope, and appropriate next steps.
• Clearly explain what the customer can expect following the initial intake.
• Maintain control of the conversation while balancing efficiency with empathy and customer care.

Emergency Triage

• Recognize emergency situations requiring immediate escalation or dispatch.
• Follow established escalation procedures when a situation requires immediate management or operational involvement.
• Properly prioritize emergency losses while ensuring non-emergency customers receive appropriate service and follow-up.

Multi-Region Dispatch

• Determine the appropriate branch, market, territory, or response team based on the loss location and established coverage areas.
• Dispatch mitigation and restoration teams according to company procedures, availability, geography, service type, and urgency.
• Communicate complete and accurate loss information to field teams so they are prepared before responding.
• Coordinate with local operations teams when additional resources or direction are required.
• Monitor dispatched jobs and confirm appropriate handoff to the team responsible.

Documentation & Data Accuracy

• Create and update customer, lead, and job records in company systems.
• Maintain accurate customer, property, insurance, referral source, and loss information.
• Follow established naming conventions, workflows, and data-entry standards.
• Prevent duplicate records and correct incomplete or inaccurate information when identified.
• Ensure documentation provides operations teams with a clear understanding of the customer's situation.

Communication & Coordination

• Serve as a communication link between customers, intake, dispatch, mitigation teams, branches, and management.
• Provide customers with timely updates when appropriate.
• Work collaboratively across multiple regions and time zones.
• Demonstrate strong ownership of each interaction rather than simply transferring the customer to another department.
• Complete a clear and accountable handoff before considering an intake or dispatch responsibility complete.

Performance Expectations

Success in this position will be measured through a combination of speed, accuracy, customer experience, conversion, and dispatch effectiveness , including:

• Speed to answer / service level
• Call abandonment rate
• Intake accuracy and completeness
• Lead-to-job or opportunity conversion
• Dispatch response time
• Time from initial contact to operational handoff
• Documentation quality
• Customer experience and call quality scores
• Schedule adherence and attendance
• Proper escalation and routing
• Follow-up completion

Quality and accuracy should never be sacrificed simply to reduce call-handling time.

Required Skills & Competencies

• Exceptional telephone communication and active-listening skills
• Strong customer-service orientation with the ability to demonstrate empathy during stressful situations
• Ability to remain calm and organized during emergency calls
• Strong attention to detail and data-entry accuracy
• Ability to ask effective probing and qualifying questions
• Strong judgment and problem-solving ability
• Ability to prioritize multiple urgent requests simultaneously
• Comfortable working with multiple software systems and communication channels
• Ability to learn geographic territories, branch structures, service lines, and dispatch protocols
• Strong teamwork and cross-functional communication skills
• Ability to follow established procedures while recognizing situations requiring escalation
• Dependable attendance and schedule adherence

Preferred Qualifications

• Previous call center, customer service, dispatch, emergency services, property restoration, construction, insurance, or home-services experience
• Experience dispatching field technicians across multiple locations or markets
• Familiarity with water mitigation, fire and smoke restoration, mold remediation, storm damage, sewage cleanup, or property insurance claims
• Experience working with CRM, call center, dispatch, job management, or restoration management software
• Experience working in a high-volume or time-sensitive environment

Work Environment

This is a fast-paced customer intake and dispatch position supporting restoration operations across multiple geographic markets. Call volume and urgency may increase significantly during severe weather events, freezes, storms, flooding, fires, or other large-loss events.

Depending on operational needs, the position may require evening, weekend, holiday, or after-hours coverage.

Physical Requirements 

• Prolonged periods of sitting at a desk and working on a computer. 
• Must be able to lift up to 15 pounds at times (e.g., laptops, files). 

Location/Hours: In our Perrysburg office - Mon-Fri 10am - 7pm EST

Salary: $22.00-$24.00 

Benefits:

• Medical, dental, and vision insurance
• 401k with up to 4% company match
• Paid Vacation time
• Paid Sick time
• 6 paid holidays annually, 1 floating holiday
• Weekly pay