Customer Care Specialist – Call Center

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Actively and consistently contributes to efforts aimed at simplifying and improving the franchise/customer experience.

• Professionally handle a high volume of inbound and outbound calls while adhering to established performance metrics (service level, accuracy, and efficiency).

• Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations.

• Respond to all incoming phone calls, providing assistance that represents the SERVPRO franchise community.

• Accurately capture all necessary job details to ensure leads are actionable for franchise partners without delay.

• Timely and accurately record referrals for job leads received through telephone and electronic means to optimize job referrals to qualified SERVPRO franchises.

• Promptly dispatch job leads based on essential criteria, including franchise status, territory assignment, and commercial large loss dispatch to maximize job referrals to qualified SERVPRO franchises.

• Aim for first-call resolution whenever feasible to enhance customer confidence and satisfaction.

• Engage in required training, coaching, and process improvement initiatives.

• Provide surge coverage during large-scale weather and catastrophe events, ensuring continuous 24/7 service delivery.

⛳️ Requirements

• Minimum of 1 year of customer service experience; call center experience is highly preferred.

• Outstanding verbal and written communication skills, maintaining a consistently professional tone.

• Ability to actively listen, pose effective questions, and make confident decisions under time-sensitive circumstances.

• Excellent organizational skills coupled with strong attention to detail.

• Proficient in navigating multiple systems in a multi-screen environment, including Microsoft Office (e.g., Outlook), CRM platforms, and Windows 11, with a typing speed of 40+ WPM with minimal errors.

• Capable of remaining calm and reasonable in tense or stressful situations.

• Ability to thrive in a fast-paced, team-oriented office environment.

• Ability to sit for extended periods.

🏝️ Benefits

• Excellent health benefits plan, offering day 1 eligibility for medical, vision, and dental options.

• 401(k) with company match.

• Company profit-sharing plan.

• Generous paid time off package.

• Paid parental leave.

• Two free on-site fitness rooms.

• Employee Assistance Program.

• Employee Resource Groups.

• Personal and professional development program.