Customer Care Specialist – Call Center

🕒 4 days ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

💵 $16 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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SERVPRO

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1967

🤝 B2B

B2B • Cleaning • Construction

SERVPRO is a leading cleanup and restoration company specializing in fire and water damage restoration, mold remediation, and general cleaning services. With over 50 years of experience in the industry, SERVPRO operates more than 2,280 locations across the United States and Canada, providing 24/7 emergency services to residential and commercial clients. Their highly trained professionals are dedicated to helping customers recover from disasters quickly and effectively, establishing SERVPRO as the number one choice in cleanup and restoration services.

📋 Description

• Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience. • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency). • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations. • Answer all incoming phone calls and provides assistance representing SERVPRO franchise community. • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners. • 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. • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction. • Participate in required training, coaching, and process improvement initiatives. • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

🎯 Requirements

• Minimum of 1 year of customer service experience; call center experience is strongly preferred. • Exceptional verbal and written communication skills with a consistently professional tone. • Ability to listen actively, ask effective questions, and make confident decisions in time-sensitive situations. • Excellent organizational skills and strong attention to detail. • Ability to navigate multiple systems in a multi-screen environment, including Microsoft Office (e.g., Outlook), CRM platforms, and Windows 11, with a typing speed of 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. • Education High School Diploma or GED. Associates degree preferred.

🏖️ Benefits

• Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental options • 401(k) with company match • Company profit sharing plan • Generous paid time off package • Paid parental leave • 2 free on-site fitness rooms • Employee Assistance Program • Employee Resource Groups • Personal and professional development program