Customer Care Specialist Monday - Thursday, 11:30am - 8:30pm, Sunday, 11:00am - 8:00pm
Company: Servpro Industries, LLC
Location: Cedar Hill
Posted on: October 17, 2024
Job Description:
What we offer
- 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
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
Monday - Thursday, 11:30am - 8:30pm, Sunday, 11:00am - 8:00pm
Must reside in the state of Tennessee for payroll purposes.
Job Summary
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.
You will
- 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.
You have
- 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.
- Must reside in the state of Tennessee for payroll
purposes.
- Additional working hours required as needed during storm events
to maintain 24/7 phone coverage.
About SERVPRO
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.
Keywords: Servpro Industries, LLC, Owensboro , Customer Care Specialist Monday - Thursday, 11:30am - 8:30pm, Sunday, 11:00am - 8:00pm, Other , Cedar Hill, Kentucky
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