Customer Intake and Dispatch Coordinator

IICRC; Kenner, Northern (LA, KY); Hybride; USD 22 000 - 32 000; Plein temps

Avantages offerts par ce poste

Health insurance

Vision insurance

Dental insurance

401(k)

401(k) matching

Paid time off

Training & development

Résumé du poste

SERVPRO Team MLR is hiring 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, handling calls, gathering loss details, and connecting opportunities with the right team.

The role emphasizes accurate data entry, timely dispatch, and clear communication with customers and referral partners. Regular in-office attendance is essential for this phone-intensive position.

Qualifications

• High school diploma or GED required.
• Excellent phone etiquette and clear verbal and written communication.
• Strong customer service, data-entry and administrative skills.
• Ability to collect and document detailed information accurately with urgency.
• Ability to manage multiple calls and tasks in a fast-paced office.
• Comfort with computers, email, and digital tools; reliable attendance.

Responsabilités

• Answer incoming calls promptly and professionally.
• Gather loss details including contact info, location, damage type, insurance, and needs.
• Enter new leads and notes into company systems accurately.
• Dispatch leads to appropriate mitigation or operations teams.
• Facilitate warm call transfers and locate the right team member.
• Notify team of urgent losses and confirm referrals are received.
• Monitor dispatched leads and follow up to ensure action.
• Provide updates to customers and referral partners as needed.
• Escalate delays, concerns, and unresolved referrals to management.
• Maintain accurate call, dispatch, and follow-up records.
• Support on-call schedules and front-office coverage as needed.

Connaissances

Phone etiquette

Clear communication

Customer service

Data-entry

Administrative skills

Multitasking

Calm under pressure

Reliable attendance

Formation

High school diploma or GED

Outils

Multiline phone systems

CRM systems

Email/computer tools

Description du poste

Benefits:

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

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