Restoration Customer Service Coordinator
SERVPRO of Wheaton/Glen Ellyn/Lisle - 9347
- Naperville, IL
- $38,000-41,000 per year
- Permanent
- Full-time
- 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.
- 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
- Establishes collaborative relationships among Mitigation Team & Field Mitigation Manager
- Maintain timely and effective communication with internal team
- Communicate with Marketing for sales opportunities
- SERVPRO is a 24/7 service provider. During times of heavy call volume due to storm events, we expect the candidates to be available for all intake and dispatch needs of the company.
- Candidate must be able to field phone calls after 5 PM. This will be a rotating on call schedule within the intake team.
- 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.