Customer Intake & Dispatch Specialist

Servpro Industries; Kenner (LA); On-site; USD 32,000 - 44,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401(k)

401(k) matching

Paid time off

Training & development

Opportunity for advancement

Job summary

SERVPRO Team MLR is seeking a dependable and customer-focused Customer Intake and Dispatch Coordinator to support our Metairie restoration operations. This role is the first voice customers hear when reporting damage, focusing on answering calls, gathering loss details, and connecting opportunities with the right teams.

The position requires clear communication, calm under pressure, and the ability to manage multiple priorities with timely follow-ups.

Qualifications

• High school diploma or GED required.
• Excellent phone etiquette and clear verbal and written communication.
• 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 in a fast-paced office.

Responsibilities

• 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.

Skills

Phone etiquette

Verbal communication

Written communication

Data entry

Administrative skills

Multitasking

Calm under pressure

Reliable attendance

Education

High school diploma or GED

Tools

Multiline phone systems

Job description

SERVPRO Team MLR is seeking a dependable and customer-focused Customer Intake and Dispatch Coordinator to support our Metairie restoration operations. This role is the first voice customers hear when reporting damage, focusing on answering calls, gathering loss details, and connecting opportunities with the right teams.

The position requires clear communication, calm under pressure, and the ability to manage multiple priorities with timely follow-ups.