Customer Service Coordinator

SERVPRO Team Wall - 9695•Sparks Glencoe, MD

9d•Onsite

About The Position

At SERVPRO Team Wall, we’re more than a restoration company; we’re the first call people make when disaster strikes. Our Customer Service Team plays a vital role in helping customers take their first steps toward recovery. Our success is built by dedicated, detail-oriented professionals who value teamwork, communication, and growth. We’re proud to offer a workplace where your organization, empathy, and commitment to excellent customer service make a lasting impact on both our customers and our team.

Requirements

Be ready to take calls at shift start and remain available throughout the day.
Ensure all potential mitigation leads are being contacted and moved to the correct status via the Team Wall Standard Administrative Operating Processes.
Handle escalation calls and provide real-time solutions when needed.
Provide professional, empathetic communication via phone and email.
Customer Service Coordinators are responsible for obtaining ATPs from customers via e-sign as needed.
At times, estimate fees will need to be invoiced via QuickBooks Online. Customer Service Coordinators are directly responsible for entering this information if needed.
Customer Service Coordinators complete tasks as assigned by Intake Manager.

Nice To Haves

Customer Service Coordinators assist Intake Lead in training new Coordinators via on-the-job training and shadowing opportunities.

Responsibilities

Deliver an exceptional customer experience through phone and email communication.
Support the efficient scheduling, dispatching, and documentation of mitigation and construction services.
Handle complex scheduling scenarios, escalation calls, and specialty client programs.
Ensure accurate job setup and maintain complete documentation across all platforms.
Optimize lead conversion and revenue.
Support after-hours operations through an on-call rotation.
Provide peer guidance.
Assist with operational reporting and project-based initiatives.
Monitor and manage all incoming leads to ensure timely contact and proper status updates.
Field all intake calls and gather complete, accurate job information.
Schedule and dispatch mitigation and estimate appointments.
Optimize crew schedules based on availability, location, and urgency.
Minimize delays and ensure rapid response times.
Educate customers on the importance of timely mitigation and set clear expectations.
Create and maintain accurate job files across all systems.
Document all communication, updates, and required forms (including ATPs).
Ensure systems are aligned and job statuses are accurate.
Stay organized across all active jobs and scheduling activity.
Provide clear shift handoff notes to ensure continuity.
Obtain ATPs from customers via e-sign as needed.
Invoice estimate fees via QuickBooks Online.
Assist Intake Lead in training new Coordinators via on-the-job training and shadowing opportunities.
Complete tasks as assigned by Intake Manager.