Customer Care Representative

ATI Restoration•Phoenix, AZ

5d•Onsite

About The Position

The ATI Contact Center Customer Care Agent is the first point of contact for clients and supports a seamless customer experience across multiple communication channels. The role conducts accurate intake for new projects and manages emergency dispatch requests from residential, commercial, and TPA (insurance carrier) accounts through inbound calls, email, SMS, and chat. It also handles outbound coordination, assessment scheduling, and communications about existing jobs, connecting customers with their designated field representative, Project Director, or Project Manager. The position requires accurate, empathetic, and efficient customer support in a high-volume environment, including documenting interactions in CRM and omnichannel contact center platforms and following operational procedures and carrier compliance rules. It has no direct supervisory responsibility and takes place onsite in an office setting, with no travel required.

Requirements

1–2 years of experience in a high-volume call center environment.
Strong working knowledge of Salesforce CRM software, omnichannel contact center platforms such as telephony, email, and chat (for example, Zoom), and standard office applications.
Exceptional verbal and written communication skills.
Ability to de-escalate frustrated customers across communication channels.
Ability to remain calm, professional, and empathetic under pressure.
Adaptability in shifting between job intake, emergency dispatch, outbound scheduling, and routine communications.
High attention to detail when recording job data, insurance information, and contact details.
Ability to listen actively, build value, and handle customer objections using soft sales techniques.

Nice To Haves

Prior experience in dispatch, restoration, outbound scheduling, or insurance claims.
Experience managing SMS communications.

Responsibilities

Handle inbound and outbound calls and process customer emails, SMS, and live chat.
Accurately process and document new job requests from residential customers, commercial clients, and TPA insurance carriers, capturing initial project data.
Monitor and respond rapidly to emergency dispatch requests, escalating urgent requests and dispatching response teams.
Call customers to gather missing information and clarify project details.
Contact local offices to coordinate and schedule initial property assessments.
Respond to communications about ongoing projects, provide customer support and initial troubleshooting, and answer requests for updates.
Connect customers with their field representative, Project Director, or Project Manager.
Educate residential and commercial callers about ATI restoration services using consultative techniques and soft sales skills to address concerns and objections.
Record customer interactions, intake details, and routing activities in CRM and omnichannel contact center platforms in real time.
Follow operational procedures and TPA/carrier compliance rules during intake, scheduling, and routing.
Perform other related duties as assigned by the Call Center Manager.