Customer Care Specialist - Call Center

A Customer Care Specialist in the SERVPRO National Call Center is responsible for identifying, capturing, and delivering revenue generating residential and commercial opportunities connecting customers to qualified SERVPRO Franchisees throughout the nation (including parts of Canada). The SERVPRO National Call Center is a 24/7 environment; therefore, Customer Service Representatives are expected to maintain flexibility with respect to working overtime and holidays, especially during storm-related weather events.

• Actively and consistently supports all efforts to simplify and enhance the Franchise/customer experience.
• Answers all incoming phone calls and aids representing SERVPRO Franchise community.
• Manages inbound and outbound phone calls based on established statistical performance goals for Department.
• Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO Franchises.
• Timely dispatches job leads based on necessary criteria including, but not limited to, Franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO Franchises.
• Promotes customer service throughout the SERVPRO System and insurance community; strives for one call resolution for vendors, customers, and Franchisees to promote high touch proactive service resolution resulting in customer retention.
• Assists the Incident Alert Center (IAC) by monitoring multiple alert sources and researching and dispatching commercial chase lead opportunities per IAC standard operating procedures.
• Ensures Distributors are notified of Franchises violating National Accounts Guidelines criteria.
• Assists other departments, as necessary.
• Completes all Training and Coaching sessions as required and/or requested by Supervisor.

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• At least one (1) year of customer service experience, Call Center experience preferred.
• Outstanding written and verbal communication skills including proper pronunciation, grammar, and a consistently courteous and professional tone of voice always.
• Possess polite and confident, excellent customer service skills, including listening and questioning.
• Excellent, organizational skills and strong attention to detail.
• PC skills in a multi-screen/task environment.
• Type at least 40+wpm with minimal errors.
• Adaptable to remain calm and reasonable amidst tense or stressful situations.
• Ability to work in a fast paced, team-oriented office environment.
• Ability to sit for extended amounts of time.
• Microsoft Office 2007/2010 experience (i.e.: Outlook) and CRM experience, a plus.
• High School Diploma or GED.
• Associates degree preferred.
• This position is open to candidates residing in select states, including AL, AK, AZ, AR, FL, GA, ID, IN, IA, KS, KY, LA, ME, MI, MS, MO, MT, NE, NH, NM, NC, ND, OK, PA, SC, SD, TN, TX, UT, VA, WV, WI, and WY, subject to applicable state and local laws.

• Fast-paced, high pressure remote call center environment.
• Standard working hours based on a 40-hour work week.
• Additional working hours required as needed during storm events to maintain 24/7 phone coverage.

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,000+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share in common, and the collaborative spirit we bring to the work we pursue together. SERVPRO HQ has been recognized by The Tennessean as a Top Workplace for the 4th consecutive year.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.