Customer Service Specialist

3 days ago

Matthews, Missouri, United States Spangler Restoration Full time

Job Title: Customer Service Specialist

About Us:

Spangler Restoration is a team of cleaning, restoration, and construction specialists who provide quality disaster cleaning and repair for commercial and residential properties. We specialize in 24-hour full service restoration of fire, smoke, water, mold, storm, vandalism and any other catastrophe that may affect our client's property.

Job Description:

We are seeking a skilled Customer Service Specialist to facilitate communication between our customers, third-party programs, and insurance companies. The ideal candidate will play a vital role in gathering necessary information for completing repairs and assist with obtaining building permits and managing collections upon completion.

Key Responsibilities:

  • Phone and Communication Support: Answer incoming calls warmly and professionally, handle calls via desk and company cell phones, direct calls to the appropriate team members as needed, and log notes for manager follow-ups.
  • Claim and Assignment Management: Intake claim/assignment/loss information from customers, insurance companies, third-party companies, and the marketing team, screen and validate claims, ensure accuracy and proper ownership, make outbound calls to verify information with customers and stakeholders, and assist the Program Director with claim validation.
  • Data Entry and System Management: Work with multiple monitors and programs to input data into the management system, upload loss photos and create/add new team members or teams in the system, screen vendor onboarding documents and input data as required, and add and submit timesheets to Accounts Payable.
  • CUSTOMER AND FINANCIAL SUPPORT: Accept invoice payments in person or over the phone, process credit card authorizations, and issue receipts, assist with daily check deposits and maintain accurate records, prepare, review, and label new loss folders with necessary documents for Project Managers, manage job file uploads and assign estimators, and assist with collections for completed repairs.
  • Administrative and Office Support: Maintain office supplies and kitchen inventory, handle daily mail, including distribution and outgoing postage, greet walk-in customers, delivery drivers, and receive shipments, and file completed job folders and maintain organized records.
  • Scheduling and Coordination: Assist senior administrators in scheduling estimators and project managers, coordinate on-call rotations and communicate assignments to staff, and keep the vacation calendar updated, tracking PTO and vacation time.
  • Permits, Compliance, and Oversight: Assist in obtaining building permits for repair projects, review contractor connections and ensure compliance with company standards, and monitor job schedules to ensure timely completion and client satisfaction.
  • General Office Tasks: Support routine office tasks and maintain effective job file communication, assist with preparing WIP (Work in Progress) reports for senior administrators, and assist with other duties as assigned.

Salary: $45,000 - $60,000 per year, depending on experience.

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