Restoration Customer Service Coordinator

2 months ago

Naperville, United States SERVPRO of WheatonGlen EllynLisle - 9347 Full time

SERVPRO of Wheaton/Glen Ellyn/Lisle - 9347 Restoration Customer Service Coordinator (Intake and Dispatch)

**_Do you love helping people through difficult situations? _**Then don’t miss your chance to join our franchise in the role of Intake and Dispatch Agent. As a new Restoration Customer Service Coordinator (Intake and Dispatch) at SERVPRO of Wheaton/Glen Ellyn/Lisle - 9347, you will be a part of a team of quality people who focus on excellent service, fairness, and mutual respect.

As a valued SERVPRO® franchise employee, you will receive a competitive pay rate, with the opportunity to learn and grow. Training and development program is available.

**In this position, you will be making a difference each and every day. We have a sincere drive toward the goal of helping make fire and water damage “Like it never even happened®”**

This role is hybrid remote at our Naperville, Illinois location.

**Position Summary / Purpose**
- Help retain and grow customers by delivering superior levels of customer service.
- Provide support to the internal team by facilitating collaborative relationships.
- Work with Field Mitigation Managers, Crew Chiefs and their teams in creating high levels of customer satisfaction by ensuring timely -communication and resolving issues with customers.
- Assist in the coordination, scheduling and facilitation of timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition.

**Primary Duties and Responsibilities**
- Answer multi-line phones and handle incoming calls. Efficient in Spanish speaking/writing is a plus.
- Retain and grow customers/clients by exceeding their expectations through timely response, follow-up, empathy, and attention to detail
- Extend customer service to customers, clients, trade partners, and internal team
- Accurately qualify customer losses for timely and efficient delivery of restoration services
- Work with customer and internal team to accurately capture referral sources in a timely manner
- Coordinate scheduling of all incoming jobs with Field Mitigation Manager
- Dispatch and notify internal team of projects and assignments
- Enter daily work orders as needed
- Review and ensure the accuracy of data in all software programs
- Provide friendly, customer-oriented responses to all inquiries
- Communicate customer concerns to Field Mitigation Manager
- Collaborate with Field Mitigation Manager and recognize superior customer service stars
- Assist with maintaining company database
- Perform general office duties, such as drafting correspondence, filing, and creating reports as needed
- Greet walk-in customers

**Working Relationships and Scope**
- Establishes collaborative relationships among Mitigation Team & Field Mitigation Manager
- Maintain timely and effective communication with internal team
- Communicate with Marketing for sales opportunities

**Availability/After hours/On call**

**Knowledge, Skills, and Abilities**
- Excellent communication skills (Verbal & Written)
- Multitasking skills
- Calm under stressful situations
- Ability to work in a team environment, coachable.
- Mathematical skills
- Intermediate to advanced proficiency in the use of computers and computer software, especially MS Office, Word and Excel.
- Listening skills
- Effective in receiving feedback and input from customers and employees, probing for additional information or unspoken issues and providing timely response.
- Office or receptionist experience a plus.

Flexible work from home options available.
- All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever._

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