Customer Care Specialist - Call Center

Job Summary

A Customer Care Specialist in the SERVPRO National Call Center serves as the critical link between customers experiencing property emergencies and qualified SERVPRO franchisees across North America. Operating in a 24/7, high-volume, and surge-driven environment, this role goes beyond answering calls. Customer Care Specialists act upon revenue-generating opportunities, capture and qualify urgent job leads, and make real-time dispatch decisions that directly impact customer experience, franchise success, and company performance. This role requires sound judgment, accountability, exceptional communication skills, and the ability to remain adaptable during high-stress events such as major storm responses.

Minimum Qualifications

• 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

A High School Diploma or GED. Associates degree preferred.

Working Conditions

Fast-paced high-pressure remote environment. Standard working hours, based on a 40-hour work week. Extended hours required during major storm or catastrophe events to support 24/7 operations. Minimal travel as required for business needs.

Pay and Benefits

The pay for this role is $16.00–$16.50 per hour. The actual compensation offered will be determined based on a variety of factors, including skills, experience, qualifications, internal equity, and geographic location.