Receptionist/Scheduler

SERVPRO of Anniston, Gadsden, and Marshall Co./SERVPRO of Rome•Rainbow City, AL

5d•Onsite

About The Position

Perform all office administrative tasks related to customer calls, job management and tracking, job scheduling, and customer satisfaction activities. Perform general office duties, such as drafting correspondence, filing, and creating reports.

Requirements

A minimum of two years of business experience.
Working knowledge of current business software technologies.
Superb customer service, administrative, and verbal and written communication skills.
Ability to lift files, open filing cabinets, and bend or stand on a stool as necessary for filing.

Nice To Haves

Experience in the commercial cleaning and restoration or insurance industry.

Responsibilities

Answer incoming phone calls and route them to the appropriate individual, taking down customer complaints for management.
Receive and enter lead calls and job referrals, including insurance claim information and insurance agent referral sourcing.
Perform excellent customer service and ensure lead intake adheres to SOPs.
Dispatch lead calls and job referrals, and add leads from after-hours and weekends into WorkCenter 2.0/DryBook/Microsoft Teams.
Track pending lead calls and job referral follow-up, documenting in WorkCenter.
Follow up with first responders for new leads within 30 minutes and update notes with appointment-specific information.
Create weekly dispatch reports tracking lead follow-up by first responders.
Monitor pending jobs daily, marking them as dead or sold based on status and updates from production and sales teams.
Keep Customer Called timestamps up to date in WorkCenter 2.0 leads and update workflow status in Xactanalysis for designated insurances and jobs through TPAs.
Manage jobs in progress and monitor the Scheduling channel in Microsoft Teams.
Ensure all required documentation is obtained before scheduling jobs.
Keep up with the scheduler and communicate scheduling with customers.
Communicate scheduling needs and job progress with in-field crew members daily.