Customer Service Representative

Key Responsibilities

• Deliver outstanding customer service by promptly responding to inquiries through phone, email, chat, and in-person interactions
• Professionally answer incoming calls, assess needs, and efficiently dispatch technicians to provide timely support
• Handle complex customer issues with care and escalate them effectively to the appropriate team members or departments
• Maintain accurate and detailed records of all customer interactions, including thorough documentation of emergency call intake processes
• Provide clear, accurate information about our full range of restoration and cleaning services
• Prepare thoughtful client gifts and coordinate handoff to field technicians to enhance the customer experience
• Manage administrative tasks including filing, mail collection, appointment confirmations for the next day, and creating organized intake files
• Utilize iCAT software for efficient customer rug tracking and management
• Perform precise data entry in Restore 365 for claim file intake and processing
• Print and organize essential documents such as bonus sheets, on-call schedules, and time-off slips for warehouse use
• Provide supervision and responsive support at the podium as needed
• Assist with CAT Mode operations during high-demand periods
• Prepare personalized employee birthday and anniversary cards to foster a positive team culture
• Send customer satisfaction surveys and follow up to continuously improve service quality

Schedule & On-Call Requirements

• Full-time schedule: 5 days per week, Monday–Friday, 8:00 AM – 5:00 PM
• Participate in the company on-call rotation approximately every 6 weeks (providing valuable additional support during emergencies)

Qualifications And Requirements

• Minimum 2 years of customer service experience in a professional setting
• Minimum 2 years of administrative experience with strong organizational skills
• Excellent time management, prioritization, and multitasking abilities — able to handle multiple tasks with grace under pressure
• Outstanding interpersonal skills with a genuine ability to build strong, trusting relationships with both customers and team members
• Superior communication skills, including clear verbal and written communication, active listening, and proficient typing
• Adaptable and resilient — comfortable thriving in a high-pressure, fast-paced environment
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)
• Positive attitude, strong work ethic, and a customer-first mindset