After-Hours Intake Specialist

Allied Restoration, Inc. • Kent, WA

11d • $25 - $28

About The Position

SERVPRO is seeking a dependable, detail-oriented, customer-focused After-Hours Intake Specialist to support mitigation, restoration, reconstruction, and specialized cleaning operations outside normal business hours. The specialist is the first point of contact for after-hours service requests, documenting new losses accurately and notifying and dispatching appropriate emergency response teams. The role is part-time, scheduled Wednesday through Sunday, with coverage hours from 5:00 PM to 7:00 AM. The position reports to the Office Manager and Operations Manager and includes a company-issued phone and laptop. Pay is $25–$28 per hour, depending on experience and qualifications. A proposed four-hour minimum payment provision applies on days when qualifying intake work totals less than four hours; when qualifying work exceeds four hours, compensation is based on actual qualifying time worked, subject to company payroll policy and applicable wage-and-hour requirements.

Requirements

• Strong verbal and written communication skills.
• Excellent attention to detail and accurate data-entry skills.
• Ability to remain calm and professional with customers experiencing stressful situations.
• Strong organizational skills and ability to prioritize multiple requests.
• Basic computer proficiency and ability to learn company software.
• Ability to follow established procedures and communicate effectively with multiple departments.
• Reliable availability during the scheduled after-hours coverage period.

Nice To Haves

• Experience in property restoration, mitigation, insurance claims intake, dispatching, customer service, call center operations, or emergency service coordination.

Responsibilities

• Answer incoming after-hours calls from homeowners, property owners, and existing customers.
• Gather essential information about new property damage losses and service requests.
• Identify the urgency and type of assistance needed, and explain next steps to customers professionally.
• Identify emergency water damage situations that require water extraction and mitigation.
• Coordinate emergency board-up and roof-tarping requests involving tree damage, roof damage, or exposed structures.
• Route emergency biohazard and specialized cleaning requests to appropriate personnel.
• Contact and dispatch designated on-call mitigation supervisors, mitigation crews, reconstruction personnel, and other response teams.
• Create and update customer and project files in WorkCentre.
• Prepare First Notice of Loss (FNOL) emails with relevant job information and dispatch details.
• Record customer information, loss details, reported damage, access directions, and service expectations.
• Schedule inspections for new projects and non-emergency service requests.
• Document existing customer concerns and route follow-up requests to the appropriate manager or department.
• Communicate critical job information to appropriate on-call personnel and escalate urgent matters when additional management support is needed.
• Maintain accurate records of intake activities, dispatch communications, and time worked.
• Ensure required documentation and notifications are completed for each assignment.

Benefits

• Company-provided after-hours work phone and laptop.
• Proposed four-hour minimum payment provision on days when qualifying intake work totals less than four hours, subject to company payroll policy and applicable wage-and-hour requirements.

What This Job Offers

• Job Type: Part-time
• Education Level: No Education Listed