Customer Intake and Dispatch Coordinator

SERVPRO of Metairie•Kenner, LA

2h•$16 - $18•Onsite

About The Position

SERVPRO Team MLR is seeking a dependable and customer-focused Customer Intake and Dispatch Coordinator to support our Metairie restoration operations. This person will be the first voice customers and referral partners hear when they report property damage or request service. The primary focus of the role is answering incoming calls, collecting accurate First Notice of Loss information, entering leads, and immediately connecting each opportunity with the appropriate operational team. This is a phone-intensive position for someone who communicates clearly, stays calm when a caller is under stress, and can manage several priorities without losing accuracy or urgency. Because the role requires immediate communication and warm call transfers, regular in-office attendance is essential.

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 the 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, service coordination preferred
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.