Customer Service Representative
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Job Description
Customer Service Representative serving as the first point of contact for customers experiencing water or fire damage. Handling inbound calls and providing accurate documentation for emergency situations.
Responsibilities:
- Handle inbound emergency service calls in a 24/7 support environment (scheduled shifts)
- Communicate calmly and professionally with distressed customers
- Collect and record key details (contact info, location, damage type, severity, etc.)
- Accurately input data into CRM/ERP systems in real time
- Warm transfer calls to the appropriate department with complete context
- Follow scripts, workflows, and call handling procedures
Requirements:
- Excellent spoken and written English (clear, neutral accent preferred)
- Strong customer service and communication skills
- Ability to stay calm and professional under pressure
- High attention to detail and accuracy in data entry
- Reliable attendance and consistent work history
- Comfortable using VoIP systems and multiple tools simultaneously
- Call center, customer support, dispatch, or intake experience preferred
- Experience in urgent service industries (restoration, HVAC, plumbing, etc.) preferred
- Familiarity with CRM systems and U.S. customer support preferred
Benefits:
- Equal opportunity workplace
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