Client Care Dispatcher

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 Care Dispatcher serves as an emergency response dispatcher and customer advocate, acting as the first point of contact for customers requiring immediate restoration services. This role demands a unique balance of rapid decision-making and high emotional intelligence, ensuring that urgent situations are handled efficiently while customers feel supported and understood.

Essential Functions and Responsibilities:

• Act as an emergency response dispatcher, coordinating immediate service for customers in urgent situations
• Demonstrate exceptional empathy, providing reassurance and support to customers experiencing stressful or traumatic events
• Rapidly assess incoming calls, determine urgency, and prioritize response actions
• Handle high call volumes (100-200 calls per day) in a fast-paced, time-sensitive environment
• Multitask effectively-managing live calls, entering data, navigating systems, and making decisions simultaneously
• Follow the FLEET Response job intake workflow to ensure accurate and efficient dispatching
• Escalate critical or high-priority situations immediately to operations leadership
• Maintain a calm, professional, and compassionate tone under pressure
• Accurately document customer information in CRM systems in real time
• Meet performance standards for response time, call quality, and customer satisfaction

Qualifications:

• Proven ability to dispatch or coordinate responses in a fast-paced or emergency-driven environment strongly preferred
• High level of empathy and emotional intelligence-ability to support customers during stressful situations is essential
• Strong multitasking skills and the ability to think clearly under pressure
• Excellent verbal communication skills with a calm, confident, and reassuring phone presence
• Ability to work efficiently in a high-volume, fast-paced setting
• Strong problem-solving and decision-making skills in time-sensitive situations
• Proficient in navigating multiple computer systems simultaneously
• Detail-oriented with strong organizational skills

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