Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience
Professionally manage high volumes of inbound and outbound calls while maintaining 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
Answer all incoming phone calls and provides assistance representing SERVPRO franchise community
Capture all required job details with precision to ensure leads are immediately actionable for franchise partners
Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises
Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises
Strive for first-call resolution whenever possible to drive customer confidence and satisfaction
Participate in required training, coaching, and process improvement initiatives
Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

Minimum of 1 year of customer service experience; call center experience is strongly preferred
Exceptional verbal and written communication skills with a consistently professional tone
Ability to listen actively, ask effective questions, and make confident decisions in time-sensitive situations
Excellent organizational skills and strong attention to detail
Ability to navigate 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 to remain calm and reasonable amidst tense or stressful situations
Ability to work in a fast-paced, team-oriented office environment
Ability to sit for extended amounts of time.

Excellent health benefits plan, which includes 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
2 free on-site fitness rooms
Employee Assistance Program
Employee Resource Groups
Personal and professional development program

Customer Care Specialist – Call Center

Key skills