Client Care Dispatcher

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Full Time CRE Perrysburg OH, Perrysburg, OH, US

2 days ago Requisition

Salary Range: $22.00 To $24.00 Hourly

Cousino Restoration is seeking a Client Care Dispatcher to join our team in Perrysburg, OH.

At Cousino Restoration you’ll find not just a job, but a career with purpose and growth. If you’re looking for a place where your contributions are valued, your career is supported, and your work makes a difference, we would love to have you on our team.

Are you someone who can stay calm under pressure while helping people through stressful and urgent situations? As a Customer Care Dispatcher , you are not just answering calls—you are the frontline emergency response dispatcher and the voice of reassurance for customers in need.

In this role, dispatching and empathy are your most critical skills. You’ll be responsible for quickly assessing emergency situations, gathering vital information, and coordinating rapid response services—often while speaking with customers experiencing distress due to fire, water damage, or other emergencies. Your ability to respond with urgency and compassion will directly impact both customer experience and response outcomes.

Working in a fast-paced, high-volume call environment, you must be able to think quickly, multitask efficiently, and communicate clearly all while maintaining a calm, supportive presence. Every call is time-sensitive, and every interaction matters.

Summary

The Customer Intake & Dispatch Specialist serves as the first point of contact for customers, insurance partners, property managers, referral partners, and internal teams requiring restoration or mitigation services. This position is responsible for quickly and accurately gathering critical loss information, determining the appropriate service response, creating the job or lead in the appropriate system, and coordinating dispatch across multiple geographic regions.

Because many calls involve urgent property damage—including water, fire, smoke, storm, mold, and sewage losses—the Intake & Dispatch Specialist must remain calm under pressure, communicate with empathy and confidence, and move quickly and accurately to ensure superior customer satisfaction.

The goal of this position is simple:
answer quickly, understand the need, capture accurate information, and get the right team moving as quickly as possible.

Key Responsibilities:

Customer Intake & Call Handling

• Answer inbound calls promptly and professionally from customers, insurance carriers and agents, property managers, referral partners, vendors, and internal teams.
• Provide professional, reassuring, and empathetic customer experience during stressful or emergency situations.
• Identify the customer's immediate needs and determine the appropriate service line and response.
• Gather complete and accurate information, including customer contact information, property location, type and source of loss, affected areas, date of loss, insurance information, and other relevant details.
• Ask appropriate probing questions to determine the urgency, scope, and appropriate next steps.
• Clearly explain what the customer can expect following the initial intake.
• Maintain control of the conversation while balancing efficiency with empathy and customer care.

Emergency Triage

• Recognize emergency situations requiring immediate escalation or dispatch.
• Follow established escalation procedures when a situation requires immediate management or operational involvement.
• Properly prioritize emergency losses while ensuring non-emergency customers receive appropriate service and follow-up.
• Determine the…