What We Offer - Comprehensive health benefits plan with immediate eligibility for medical, vision, and dental options
- 401(k) plan with company matching contributions
- Participation in the company profit-sharing program
- Generous paid time off policies
- Paid parental leave
- Access to company-funded mental health resources through Headspace
- Two fully-equipped fitness rooms on-site
- Employee Assistance Program
- Participation in Employee Resource Groups
- Opportunities for personal and professional development
Job Summary As a Customer Care Representative in our National Call Center, you will play a vital role in connecting customers with our qualified SERVPRO Franchisees across the nation and parts of Canada. This position requires flexibility for working overtime and during holidays, especially during storm-related weather events, as we operate around the clock.
Your Responsibilities Include - Consistently supporting efforts to improve and simplify the customer experience.
- Handling all incoming calls with professionalism to represent the SERVPRO Franchise community.
- Managing both inbound and outbound calls based on established performance metrics.
- Accurately capturing and dispatching job leads received through calls and electronically to maximize referrals.
- Promoting exceptional customer service within the SERVPRO system and striving for first-call resolution to enhance customer retention.
You Will Also - Assist the Incident Alert Center by monitoring alerts and dispatching commercial leads as necessary.
- Notify distributors regarding Franchise violations of National Accounts Guidelines.
- Collaborate with other departments as needed.
- Complete required training and coaching sessions.
Qualifications - Proficient in reading, writing, and speaking English for effective communication.
- Minimum of one year of customer service experience, preferably in a call center environment.
- Excellent written and verbal communication skills, including a courteous and professional tone.
- Strong customer service abilities with good listening and questioning techniques.
- Exceptional organizational skills and attention to detail.
- Proficient in PC usage in a multi-screen environment.
- Typing skills of at least 40 words per minute with minimal errors.
- Effective in high-pressure situations, remaining calm and focused.
- Able to work in a fast-paced, team-oriented setting.
- Capability to sit for extended periods.
- Familiarity with Microsoft Office 2007/2010 and CRM systems is a plus.
- High School Diploma or GED required; Associate's degree preferred.
- Residency in the state of Tennessee is required for payroll purposes.
Work Environment - Fast-paced and demanding office atmosphere.
- Standard 40-hour workweek with additional hours required during storm events.
About SERVPRO SERVPRO has been a leading force in fire and water cleanup and restoration services, mold mitigation, and other essential services across the United States and Canada for over 50 years. With a network of over 2,000 individually owned franchises supported by our dedicated headquarters team, we foster a professional community that embraces diversity and a collaborative spirit. SERVPRO HQ has been awarded Top Workplace status by The Tennessean for four consecutive years.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without regard to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.