Customer Care Specialist - Call Center
About The Position
A Customer Care Specialist in the SERVPRO National Call Center is a frontline, revenue-enabling role. This position serves as the critical link between customers experiencing property emergencies and qualified SERVPRO franchisees across North America. Operating in a 24/7, high-volume, and surge-driven environment, this role goes beyond answering calls. Customer Care Specialists act upon revenue-generating opportunities, capture and qualify urgent job leads, and make real-time dispatch decisions that directly impact customer experience, franchise success, and company performance. This role requires sound judgment, accountability, exceptional communication skills, and the ability to remain adaptable during high-stress events such as major storm responses. Flexibility is essential, including availability for overtime and holidays as business needs demand, especially during storm-related weather events.
Requirements
- Minimum of 1 year of customer service experience; call center experience is strongly preferred.
- Exceptional verbal and written communication skills with a consistently professional tone.
- Ability to listen actively, ask effective questions, and make confident decisions in time-sensitive situations.
- Excellent organizational skills and strong attention to detail.
- Ability to navigate multiple systems in a multi-screen environment, including Microsoft Office (e.g., Outlook), CRM platforms, and Windows 11, with a typing speed of 40+ WPM with minimal errors.
- Adaptable to remain calm and reasonable amidst tense or stressful situations.
- Ability to work in a fast-paced, team-oriented office environment.
- Ability to sit for extended amounts of time.
- High School Diploma or GED.
Nice To Haves
- Associates degree preferred.
Responsibilities
- Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience.
- Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency).
- Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations.
- Answer all incoming phone calls and provides assistance representing SERVPRO franchise community.
- Capture all required job details with precision to ensure leads are immediately actionable for franchise partners.
- Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises.
- Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises.
- Strive for first-call resolution whenever possible to drive customer confidence and satisfaction.
- Participate in required training, coaching, and process improvement initiatives.
- Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.
Benefits
- Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time off package
- Paid parental leave
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
