SERVPRO of Wheaton/Glen Ellyn/Lisle - 9347 Restoration Customer Service Coordinator (Intake and Dispatch)

                 

Do you love helping people through difficult situations?   Then don’t miss your chance to join our franchise in the role of Intake and Dispatch Agent.  As a new Restoration Customer Service Coordinator (Intake and Dispatch) at SERVPRO of Wheaton/Glen Ellyn/Lisle - 9347 , you will be a part of a team of quality people who focus on excellent service, fairness, and mutual respect.

 
 As a valued SERVPRO® franchise employee, you will receive a competitive pay rate, with the opportunity to learn and grow. Training and development program is available.

 

This role is hybrid remote at our Naperville, Illinois location.

Position Summary / Purpose
• Help retain and grow customers by delivering superior levels of customer service.
• Provide support to the internal team by facilitating collaborative relationships.
• Work with Field Mitigation Managers, Crew Chiefs and their teams in creating high levels of customer satisfaction by ensuring timely •communication and resolving issues with customers.
• Assist in the coordination, scheduling and facilitation of timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition.

Primary Duties and Responsibilities
• Answer multi-line phones and handle incoming calls. Efficient in Spanish speaking/writing is a plus.
• Retain and grow customers/clients by exceeding their expectations through timely response, follow-up, empathy, and attention to detail
• Extend customer service to customers, clients, trade partners, and internal team
• Accurately qualify customer losses for timely and efficient delivery of restoration services
• Work with customer and internal team to accurately capture referral sources in a timely manner
• Coordinate scheduling of all incoming jobs with Field Mitigation Manager
• Dispatch and notify internal team of projects and assignments
• Enter daily work orders as needed
• Review and ensure the accuracy of data in all software programs
• Provide friendly, customer-oriented responses to all inquiries
• Communicate customer concerns to Field Mitigation Manager
• Collaborate with Field Mitigation Manager and recognize superior customer service stars
• Assist with maintaining company database
• Perform general office duties, such as drafting correspondence, filing, and creating reports as needed
• Greet walk-in customers

Working Relationships and Scope
• Establishes collaborative relationships among Mitigation Team & Field Mitigation Manager
• Maintain timely and effective communication with internal team
• Communicate with Marketing for sales opportunities

Availability/After hours/On call
• SERVPRO is a 24/7 service provider. During times of heavy call volume due to storm events, we expect the candidates to be available for all intake and dispatch needs of the company.
• Candidate must be able to field phone calls after 5 PM. This will be a rotating on call schedule within the intake team.

Knowledge, Skills, and Abilities
• Excellent communication skills (Verbal & Written) 
• Multitasking skills 
• Calm under stressful situations 
• Ability to work in a team environment, coachable. 
• Mathematical skills 

• Intermediate to advanced proficiency in the use of computers and computer software, especially MS Office, Word and Excel. 

• Listening skills 

 • Effective in receiving feedback and input from customers and employees, probing for additional information or unspoken issues and providing timely response.  
• Office or receptionist experience a plus.