Customer Service Representative

Customer Service Representative (CSR)

Are you passionate about delivering exceptional customer experiences and building lasting relationships? As a Customer Service Representative (CSR) at Service Master by McCann, you will be the friendly and professional voice of our company — the first point of contact for clients in their time of need seeking reliable Disaster Restoration and Commercial Cleaning services.

In this dynamic role, you will play a vital part in resolving inquiries, coordinating services, and ensuring every customer feels valued and supported. You will thrive in a fast-paced environment while upholding our core Service Master Brands values:

• Honor God in All We Do
• Help Our Team Develop
• Build Client Relationships
• Grow Profitably

• 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
• Update the On-Call Manager schedule during weekly rotations (every Friday)
• 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

• 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)

• 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

• Competitive compensation package based on experience
• Opportunity to make a meaningful impact in your community
• Supportive team environment rooted in strong core values
• Professional development and growth opportunities
• Stable full-time schedule with occasional on-call rotation