Customer Care Specialist – Call Center

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

📋 Description

• Proactively and consistently supports all initiatives 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 such as service level, accuracy, and efficiency.

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

• Respond to all incoming calls and provide assistance on behalf of the SERVPRO franchise community.

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

• Timely and accurately document referrals for job leads received via telephone and electronically to maximize 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 optimize job referrals to qualified SERVPRO franchises.

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

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

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

⛳️ Requirements

• At least 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 decisive choices in time-sensitive situations.

• Strong organizational skills with a keen 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.

• Flexible and able to maintain composure in tense or stressful situations.

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

• Ability to sit for extended periods.

• Education: High School Diploma or GED required; Associate's degree preferred.

🏝️ Benefits

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

• 401(k) plan with company match.

• Company profit-sharing program.

• 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.