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Customer Service Team Lead

4 weeks ago

Hermitage, United States Servpro Industries, LLC Full time

About the Role

The Customer Service Team Lead at SERVPRO is responsible for overseeing the primary responsibilities of Customer Service Representatives, providing support with First Notice of Loss intake and dispatch of job leads, and researching and resolving escalated phone calls.

Key Responsibilities

  • Oversee the primary responsibilities of Customer Service Representatives and provide support with First Notice of Loss intake and dispatch of job leads.
  • Perform call capture, claims entry, and claims dispatch during peak volume times in accordance with Franchise dispatch status.
  • Assist with enforcement of Customer Care Specialist training and provide additional coaching as needed.
  • Monitor Customer Care Specialist daily performance to ensure compliance with policies and promote peak performance.
  • Strive for one call resolution for vendors, customers, and franchisees to promote high touch proactive service resolution resulting in customer retention.

Requirements

  • Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
  • One plus year(s) of customer service experience, Customer Care Center experience preferred.
  • Possess outstanding written and verbal communication skills, including proper pronunciation, grammar, and a consistently courteous and professional tone of voice.
  • Possess polite and confident, excellent customer service skills, including listening and questioning.
  • Possess excellent organizational skills and high attention to detail.
  • Proficient computer skills in a multi-screen/task environment.
  • Adaptable to remain calm and reasonable amidst tense or stressful situations.

About SERVPRO

For more than 50 years, SERVPRO has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada.