Customer Intake and Dispatch Coordinator

Servpro•El Paso, TX

3d•Onsite

About The Position

SERVPRO Team MLR is seeking a dependable, customer-focused Customer Intake and Dispatch Coordinator to support its Metairie restoration operations. This phone-intensive, on-site role is the first point of contact for customers and referral partners reporting property damage or requesting service. The coordinator answers calls, gathers accurate First Notice of Loss information, enters leads, and promptly connects opportunities with the appropriate operational team. The position requires clear communication, calmness when callers are under stress, accuracy, urgency, and the ability to manage several priorities. Regular in-office attendance is essential for immediate communication and warm call transfers. The coordinator supports the company’s mission of helping customers in difficult moments by repairing and restoring homes and businesses. The role may also support on-call schedules, team availability, job tracking, front-office coverage, and general administrative tasks as needed.

Requirements

High school diploma or GED.
Excellent phone etiquette and clear verbal and written communication skills.
Strong customer service, active-listening, data-entry, and administrative skills.
Ability to collect and document detailed information accurately while maintaining a sense of urgency.
Ability to prioritize competing demands and manage multiple calls and tasks in a fast-paced office.
Comfort using computers, email, multiline phone systems, and other digital tools.
Sound judgment, dependable follow-through, and the ability to remain calm under pressure.
Reliable attendance and ability to work on-site during assigned hours.

Nice To Haves

At least one year of experience in a call center, dispatch, receptionist, customer service, scheduling, or administrative support role.
Experience handling a high volume of calls and transferring callers accurately and efficiently.
Experience with lead intake, emergency dispatch, or service coordination.
Experience in restoration, construction, emergency services, property management, or insurance.

Responsibilities

Answer incoming customer, referral, and First Notice of Loss calls promptly and professionally.
Gather complete loss details, including contact information, service location, type of damage, insurance information, referral source, and immediate service needs.
Enter new leads, job referrals, customer information, and call notes accurately into company systems.
Assess the nature and urgency of each call and dispatch the lead to the appropriate mitigation, reconstruction, commercial, or operational team.
Facilitate warm call transfers and locate the appropriate team member when immediate assistance is needed.
Notify team members of urgent or time-sensitive losses and confirm each referral has been received.
Monitor dispatched leads and follow up to ensure calls and referrals are acknowledged and addressed promptly.
Provide available updates to customers and referral partners and route technical or job-specific questions appropriately.
Escalate service delays, missed calls, customer concerns, and unresolved referrals to management.
Maintain accurate call, dispatch, lead-assignment, and follow-up records.
Support on-call schedules, team availability, job tracking, front-office coverage, and general administrative tasks as needed.