Customer Service Representative

7 days ago

Sparks Glencoe, United States SERVPRO Full time

Job Summary:

The Intake Coordinator will be responsible for providing excellent customer service during interactions with customers. Primary responsibilities will consist of obtaining necessary intake data to create, schedule, and dispatch estimate appointments and jobs; proficiency with intake process and applications/documentation; and timely adherence to intake TPA timestamping. Additionally, Intake Coordinators participate in the on-call rotation for after-hours emergency calls and SERVPRO Corporate-dispatched jobs.

Major Duties and Responsibilities:

  • Daily
    • Preparation: All Intake Coordinators will be prepared to take calls at the beginning of shift start time.
    • Monitor the Unscheduled Leads Dashboard: Ensure all potential mitigation leads are being contacted and moved to the correct status via the Team Wall Standard Administrative Operating Processes.
    • Intake Calls: Intake Coordinators will be responsible for fielding all intake calls during business hours and notated/assigned on-call hours. It is the Intake Coordinator's responsibility to gather ALL required information from the customer to optimize the success of Team Wall's production, sales, marketing, accounting, and administrative teams.
    • Scheduling and Dispatching: The Intake Coordinator is responsible for not only the information intake of a lead or job, but also placing the estimate or service appointment on the local office's calendar so that it optimizes the crew's logistical location and business operations.
    • Customer Service: Intake Coordinators are essential to building the foundation of a positive customer service experience by communicating with customers and points of contact on a daily basis.
    • Job File Documentation: Ensure that all daily updates and customer communication is recorded and documented in the Workcenter job file.
  • As Needed:
    • Customer Documentation: Intake Coordinators are responsible for obtaining ATPs from customers via e-sign as needed.
    • Invoicing: At times, estimate fees will need to be invoiced via QuickBooks Online. Intake Coordinators are directly responsible for entering this information if needed.
    • Employee Training: Intake Coordinators assist Intake Lead in training new Intake Coordinators via on-the-job training and shadowing opportunities.
    • Additional Tasks: Intake Coordinators complete tasks as assigned by Intake Lead.

Company Benefits:

  • 401k + matching
  • Medical/Dental/Vision
  • Generous PTO policy
  • Training & Development

Compensation: $24.00 per hour

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