Customer Care Specialist – Call Center

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

📋 Description

• Identify, acquire, and deliver revenue-generating opportunities in both residential and commercial sectors.

• Connect clients with qualified SERVPRO Franchisees across the United States and parts of Canada.

• Handle all incoming phone calls while representing the SERVPRO Franchise community.

• Manage both inbound and outbound calls in alignment with department performance objectives.

• Gather referrals for job leads received via phone and electronic means.

• Dispatch job leads based on Franchise status, territory assignments, and criteria for large commercial losses.

• Foster exceptional customer service throughout the SERVPRO System and the insurance community.

• Strive for one-call resolutions for vendors, customers, and Franchisees.

• Monitor various alert sources for the Incident Alert Center.

• Research and dispatch commercial chase lead opportunities in accordance with established procedures.

• Inform Distributors of Franchises that do not comply with National Accounts Guidelines criteria.

• Provide assistance to other departments as required.

• Complete all necessary training and coaching sessions.

⛳️ Requirements

• Proficient in reading, writing, and speaking English clearly and professionally.

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

• Exceptional written and verbal communication abilities.

• Strong customer service skills, including effective listening and questioning techniques.

• Excellent organizational skills coupled with a keen attention to detail.

• Proficient PC skills in a multi-screen/task environment.

• Typing speed of at least 40+ words per minute with minimal errors.

• Ability to maintain composure and reason during tense or stressful situations.

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

• Ability to sit for extended periods.

• Experience with Microsoft Office 2007/2010, including Outlook, and familiarity with CRM systems are advantageous.

• High School Diploma or GED is required.

• Must reside in the state of Tennessee for payroll purposes.

• Willingness to work overtime and holidays, particularly during storm-related weather events.

🏝️ Benefits

• Excellent health benefits package, including immediate eligibility for medical, vision, and dental options.

• 401(k) plan with company matching contributions.

• Company profit-sharing program.

• Generous paid time off policy.

• Paid parental leave.

• Access to two free on-site fitness centers.

• Employee Assistance Program available.

• Participation in Employee Resource Groups.

• Opportunities for personal and professional development.