Customer Service Representive

Servpro•McDonough, GA

About The Position

SERVPRO is seeking a highly organized, personable, and customer-focused Customer Service Representative to serve as the primary point of contact for customers throughout their restoration experience, from the initial phone call through project completion. The role works closely with the Mitigation, Reconstruction, and Contents departments to provide a seamless customer experience. The ideal candidate is an excellent communicator who enjoys helping people, coordinating information, and providing timely updates during stressful situations. This position supports SERVPRO’s mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. Employees of a SERVPRO franchise are hired by and work under the sole supervision and control of an independently owned and operated franchise, not the franchisor.

Requirements

Excellent verbal and written communication skills.
Strong customer service skills and a friendly, professional demeanor.
Strong organization, multitasking, and prioritization skills.
Strong attention to detail and follow-through.
Comfort handling a high volume of phone calls and customer inquiries.
Proficiency with computers, data entry, and office software.
Ability to communicate effectively with multiple departments and team members.
Strong problem-solving skills and the ability to remain calm under pressure.

Nice To Haves

Previous customer service, scheduling, or administrative experience is preferred.
Experience in restoration, construction, or insurance-related industries is a plus, but not required.

Responsibilities

Answer incoming calls professionally and assist customers with new service requests.
Gather customer and property loss information and accurately enter leads into company systems.
Coordinate and confirm initial customer appointments.
Serve as the primary point of contact for customers throughout their restoration projects.
Communicate appointment times, crew arrival windows, scheduling changes, and service updates.
Work with internal coordinators, project managers, and department management to obtain information and answer customer questions.
Follow up consistently with customers and ensure inquiries are addressed promptly.
Help coordinate transitions between mitigation, contents, and reconstruction services.
Maintain accurate customer records, communication notes, and follow-up activities.
Deliver an exceptional customer experience through professionalism, empathy, and attention to detail.