Customer Service Representative

Seeking a full-time CSR for a fast-paced office 8 am-5 pm.

As the hub of all claims, the CSR is responsible for speaking with the customer, ongoing customer follow-up, handling service complaints, and logistics of dispatching field personnel to jobs while ensuring that the required Cycle Time and insurance Service Level Agreement tasks deadlines are met. The coordinator will be responsible for daily follow-up with the OPS team to ensure that all required documentation, estimates, and procedures are followed according to required program guidelines.

A successful CSR will possess tenacity and thrive in a fast-paced environment. This position, in combination with the nature of this business, requires the ability to juggle multiple critical requests and react with appropriate urgency to situations that require quick turnaround and take effective action without knowing the entire picture.

• Understanding of the claims flow process – Water Mitigation, Mold, Fire, Content, and other Environmental work.
• Manages data entry for each claim from First Notice of Loss through to completion of the job in the CRM system.
• Daily review of compliance tasks and all job tasks are completed on time.
• Monitor and update jobs in the required operating system, ensuring the job flows efficiently through the claims process requirements and cycle times.
• Ensure that uploading photos and other documents are appropriately described, titled, and uploaded in real time, as well as follow up to get missing required data from homeowners and insurance/mortgage information not obtained on the initial call.
• Creates and/or assists with job estimates, reviews final estimates to ensure estimates are complete per company standards.
• Manages Customer Service issues and complaints, documenting actions and resolution.
• Understanding of all company cycle times and SLAs required for each job and phase.
• Client Care Calls – ensure constant, often daily, communication with the customer, may communicate with adjuster.
• Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required.
• May be responsible for creating job estimates and/or assisting the Estimator/Project Manager with final estimates.

• High school diploma/GED required.
• IICRC Certifications preferred but not required: WTR, ASD, OCT, STC.
• Exceptional Customer Service working in a team environment utilizing meticulous attention to detail and the ability to prioritize tasks.
• Personal time management and organizational skills.
• Strong verbal and written communication skills.
• Dependable and adaptable to operate within a fast-paced work environment.
• Ability to manage highly confidential information.
• Strong problem-solving skills.
• Proficient at using Microsoft Office, Outlook, and CRM software.
• Experience with customer interaction and conflict resolution.

Compensation: $20.00 - $26.00 per hour.

Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world-class customer service, and convenient access. By joining Service Master, you'll be part of a talented network of employees with a shared vision.

Our environment is a diverse community where successful people work together to achieve common goals.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The Service Master Company, LLC.

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