Job Description
Responsive recruiter SERVPRO's former Franchise of the Year, Team Wall, is looking for our next great hero! Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en About SERVPRO Team Wall At SERVPRO Team Wall , we’re more than a restoration company; we’re the first call people make when disaster strikes. Our Customer Service Team plays a vital role in helping customers take their first steps toward recovery. Our success is built by dedicated, detail-oriented professionals who value teamwork, communication, and growth. We’re proud to offer a workplace where your organization, empathy, and commitment to excellent customer service make a lasting impact on both our customers and our team. Job Summary The Customer Service Coordinator is responsible for delivering an exceptional customer experience through phone and email communication while supporting the efficient scheduling, dispatching, and documentation of mitigation and construction services. This role serves as an advanced intake professional, handling complex scheduling scenarios, escalation calls, and specialty client programs. The Customer Service Coordinator ensures accurate job setup, maintains complete documentation across all platforms, and plays a critical role in optimizing lead conversion and revenue. This position also supports after-hours operations through an on-call rotation, provides peer guidance, and assists with operational reporting and project-based initiatives. Major Duties And Responsibilities Daily Preparation Be ready to take calls at shift start and remain available throughout the day Monitor and manage all incoming leads to ensure timely contact and proper status updates Intake Calls / Monitor the Unscheduled Leads Dashboard Ensure all potential mitigation leads are being contacted and moved to the correct status via the Team Wall Standard Administrative Operating Processes. Field all intake calls and gather complete, accurate job information Handle escalation calls and provide real-time solutions when needed Scheduling and Dispatching Schedule and dispatch mitigation and estimate appointments Optimize crew schedules based on availability, location, and urgency Minimize delays and ensure rapid response times Customer Service Provide professional, empathetic communication via phone and email Educate customers on the importance of timely mitigation and set clear expectations Job File Documentation Create and maintain accurate job files across all systems Document all communication, updates, and required forms (including ATPs) Ensure systems are aligned and job statuses are accurate Organization & Handoff Stay organized across all active jobs and scheduling activity Provide clear shift handoff notes to ensure continuity As Needed Customer Documentation Customer Service Coordinators are responsible for obtaining ATPs from customers via e-sign as needed. Invoicing At times, estimate fees will need to be invoiced via QuickBooks Online. Customer Service Coordinators are directly responsible for entering this information if needed. Employee Training Customer Service Coordinators assist Intake Lead in training new Coordinators via on-the-job training and shadowing opportunities. Additional Tasks Customer Service Coordinators complete tasks as assigned by Intake Manager Company Benefits 401k +matching Medical/Dental/Vision Generous PTO policy Training & Development Compensation: $23.00 - $25.00 per hour Picture yourself here fulfilling your potential. At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you. All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly em