Customer Care Associate

FLEET Response LLC•Perrysburg, OH

5h•$21 - $23•Remote

About The Position

Cousino Restoration & Environmental is seeking a Customer Care Associate to join our Perrysburg, OH team! Are you a natural communicator who thrives on helping people and making a real impact? As a Customer Care Associate, you’ll be the first point of contact for customers seeking restoration services, providing support with empathy, professionalism, and efficiency. In our fast-paced virtual call center, every interaction matters—you’ll listen, problem-solve, and ensure each customer feels heard and valued. We’re looking for someone with a positive attitude, strong communication skills, and a talent for building relationships. If you enjoy multitasking, navigating technology with ease, and taking pride in delivering exceptional service, this role is perfect for you. Bring your energy, attention to detail, and people skills, and join a team that values dependability, collaboration, and customer satisfaction above all. Make a difference every day—start your journey with us as a Customer Care Associate! Cousino Restoration & Environmental is a well-respected and top leading Emergency Response Restoration Company with over 40 years of service in fire, water cleanup, restoration services, mold mitigation, construction, and biohazard clean up. We provide services throughout Ohio and Michigan. Our dedicated team has restored more than 20,000 structures throughout the area. If you want to be a part of our team of professionals, who care about people, and contribute to the success and growth of our organization. Summary: The Customer Care Associate works in a virtual call center environment speaking with customers who need restoration services. This role is the critical first step in the job intake process. The ability to quickly establish a rapport, to obtain customer information and to make decisions about the company’s response to the customer are all important skill sets for a successful Customer Care Associate.

Requirements

The ideal candidate will have a positive attitude and the desire to build relationships with our customers.
Exceptional verbal communication skills with a clear and friendly phone manner
Strong active listening skills and the ability to understand and empathize with customer concerns
Proficient computer skills and the ability to navigate multiple systems simultaneously
Possess exceptional people skills
Ability to work in a fast-paced environment and handle high call volumes
Organizational skills and attention to detail
Strong planning, and problem-solving skills
Ability to multitask (i.e. listen to callers, move through computer screens, type, and ask questions)

Responsibilities

Serve customers with empathy and respect
Follow the FLEET Response job intake workflow
Listen attentively to customers, understand their inquiries
Identify situations requiring quick escalation to operations leaders for immediate response
Escalate necessary requests to assigned Project/OPS manager.
Answer incoming calls promptly and professionally, ensuring a high level of customer satisfaction
Average call volume can range between 100-200 calls per day
Address customer questions, concerns, and complaints with empathy and patience
Collect and update customer information accurately in the CRM system, ensuring data integrity
Maintaining a friendly and professional tone on all calls
Meet individual and team targets for call quality, customer satisfaction, and productivity
Maintain a positive and professional attitude, even during challenging customer interactions
Display a high degree of dependability by meeting prescribed schedule, availability to take calls, and other timebound work requirements.