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Project Intake Specialist
2 months ago
The Customer Care Associate plays a critical role in the project intake process, serving as the first point of contact for customers seeking restoration services. This position requires exceptional communication skills, empathy, and the ability to make informed decisions in a fast-paced environment.
Key Responsibilities- Serve Customers with Empathy and Respect
- Follow the FLEET Response job intake workflow
- Listen Attentively to Customers and Understand Their Inquiries
- Identify situations requiring quick escalation to operations leaders for immediate response
- Escalate Necessary Requests to Assigned Project/OPS Manager
- Answer incoming calls promptly and professionally, ensuring a high level of customer satisfaction
- Address Customer Questions, Concerns, and Complaints with Empathy and Patience
- Collect and update customer information accurately in the company systems, ensuring data integrity
- Maintain a Friendly and Professional Tone on All Calls
- Meet individual and team targets for call quality, customer satisfaction, and productivity
- Maintain a Positive and Professional Attitude, Even During Challenging Customer Interactions
- Display a high degree of dependability by meeting prescribed schedule, availability to take calls, and other timebound work requirements
- Exceptional Verbal Communication Skills with a Clear and Friendly Phone Manner
- Strong active listening skills and the ability to understand and empathize with customer concerns
- Proficient Computer Skills and the Ability to Navigate Multiple Systems Simultaneously
- Possess exceptional people skills
- Ability to Work in a Fast-Paced Environment
- Organizational skills and attention to detail
- Strong Planning, and Problem-Solving Skills
- Ability to multitask (i.e. listen to callers, move through computer screens, type, and ask questions)
- Medical, Dental, Vision, & Life Insurance
- 401k with up to 4% company match
- Company paid holidays
- Company paid vacation & sick
- Weekly pay