Customer Care Specialist – Call Center

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

📋 Description

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

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

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

• Respond to all incoming phone calls and provide assistance as a representative of the SERVPRO franchise community.

• Accurately capture all necessary job details to ensure leads are immediately actionable for franchise partners.

• Timely and accurately collect referrals for job leads received via telephone and electronically, maximizing job referrals to qualified SERVPRO franchises.

• Promptly dispatch job leads based on essential criteria, including but not limited to, 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

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

• Outstanding verbal and written communication skills with a consistently professional demeanor.

• Ability to actively listen, ask effective questions, and make confident decisions in time-sensitive scenarios.

• Strong organizational skills and meticulous 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.

• Adaptable, maintaining composure in tense or stressful situations.

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

• Ability to sit for prolonged periods.

🏝️ Benefits

• Comprehensive health benefits plan, including day 1 eligibility for medical, vision, and dental options.

• 401(k) plan 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.