Customer Intake and Dispatch Coordinator

SERVPRO of Southeast El Paso/Butterfield - 11089; El Paso (TX); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Job summary

SERVPRO Team MLR is seeking a dependable Customer Intake and Dispatch Coordinator to support our Metairie restoration operations. You will be the first voice customers hear when reporting property damage, collecting loss details, and connecting opportunities with the right team.

The role is phone-intensive, requires clear communication under pressure, and on-site attendance is essential during assigned hours. Prior dispatcher or customer-service experience is helpful.

Qualifications

• High school diploma or GED is required.
• Excellent phone etiquette and clear verbal and written communication skills.
• Strong customer service, active listening, data-entry, and administrative skills.
• Ability to collect and document detailed information accurately while maintaining urgency.
• Ability to prioritize competing demands and manage multiple calls and tasks.

Responsibilities

• Answer incoming customer, referral, and First Notice of Loss calls promptly and professionally.
• Gather complete loss details (contact, location, damage type, insurance, referral).
• Enter new leads, customer information, and call notes into company systems.
• Assess urgency and dispatch leads to the appropriate team.
• Facilitate warm transfers and locate the right team member for immediate aid.
• Monitor dispatched leads and follow up to ensure issues are addressed promptly.

Skills

Phone etiquette

Verbal communication

Written communication

Customer service

Active listening

Data entry

Administrative skills

Prioritization

Multitasking

On-site work

Reliability

Education

High school diploma or GED

Tools

CRM software

Job description

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

SERVPRO Team MLR is seeking a dependable and customer-focused Customer Intake and Dispatch Coordinator to support our Metairie restoration operations. This person will be the first voice customers and referral partners hear when they report property damage or request service. The primary focus of the role is answering incoming calls, collecting accurate First Notice of Loss information, entering leads, and immediately connecting each opportunity with the appropriate operational team.

This is a phone-intensive position for someone who communicates clearly, stays calm when a caller is under stress, and can manage several priorities without losing accuracy or urgency. Because the role requires immediate communication and warm call transfers, regular in-office attendance is essential.

What You Will Do

• Answer incoming customer, referral, and First Notice of Loss calls promptly and professionally.
• Gather complete loss details, including contact information, service location, type of damage, insurance information, referral source, and immediate service needs.
• Enter new leads, job referrals, customer information, and call notes accurately into company systems.
• Assess the nature and urgency of each call and dispatch the lead to the appropriate mitigation, reconstruction, commercial, or operational team.
• Facilitate warm call transfers and locate the appropriate team member when immediate assistance is needed.
• Notify team members of urgent or time-sensitive losses and confirm each referral has been received.
• Monitor dispatched leads and follow up to ensure calls and referrals are acknowledged and addressed promptly.
• Provide available updates to customers and referral partners and route technical or job-specific questions appropriately.
• Escalate service delays, missed calls, customer concerns, and unresolved referrals to management.
• Maintain accurate call, dispatch, lead-assignment, and follow-up records.
• Support on-call schedules, team availability, job tracking, front-office coverage, and general administrative tasks as needed.

What We Are Looking For

• High school diploma or GED
• Excellent phone etiquette and clear verbal and written communication skills
• Strong customer service, active-listening, data-entry, and administrative skills
• Ability to collect and document detailed information accurately while maintaining a sense of urgency
• Ability to prioritize competing demands and manage multiple calls and tasks in a fast-paced office
• Comfort using computers, email, multiline phone systems, and other digital tools
• Sound judgment, dependable follow-through, and the ability to remain calm under pressure
• Reliable attendance and the ability to work on-site during assigned hours

Preferred Experience

• At least one year of experience in a call center, dispatch, receptionist, customer service, scheduling, or administrative support role
• Experience handling a high volume of calls and transferring callers accurately and efficiently
• Experience with lead intake, emergency dispatch, service coordination preferred
• Experience in restoration, construction, emergency services, property management, or insurance