Customer Service & Dispatch Specialist

iicrc-careers; Defiance (OH); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Community impact

Supportive team

Professional development

On-call rotation

Job summary

ServiceMaster by McCann is seeking a Customer Service Representative (CSR) to be the friendly voice for clients seeking disaster restoration and cleaning services. You will handle inquiries by phone, email, chat, and in person, dispatch technicians, and ensure every customer feels valued.

This role emphasizes accurate records, cross-team collaboration, and a positive, customer-first mindset. You will work a full-time schedule with on-call rotations, using iCAT and Restore 365 to manage service

Qualifications

• Minimum 2 years of customer service experience in a professional setting.
• Minimum 2 years of administrative experience with strong organizational skills.
• Excellent time management, prioritization, and multitasking abilities — able to handle multiple tasks with grace under pressure.
• Outstanding interpersonal skills with a genuine ability to build strong, trusting relationships with both customers and team members.
• Superior communication skills, including clear verbal and written communication, active listening, and proficient typing.
• Adaptable and resilient — comfortable thriving in a high-pressure, fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)
• Positive attitude, strong work ethic, and a customer-first mindset.

Responsibilities

• Deliver outstanding customer service by promptly responding to inquiries through phone, email, chat, and in-person interactions.
• Professionally answer incoming calls, assess needs, and efficiently dispatch technicians to provide timely support.
• Handle complex customer issues with care and escalate them effectively to the appropriate team members or departments.
• Maintain accurate and detailed records of all customer interactions, including thorough documentation of emergency call intake processes.
• Provide clear, accurate information about our full range of restoration and cleaning services.
• Prepare thoughtful client gifts and coordinate handoff to field technicians to enhance the customer experience.
• Manage administrative tasks including filing, mail collection, appointment confirmations for the next day, and creating organized intake files.
• Update the On-Call Manager schedule during weekly rotations (every Friday).
• Utilize iCAT software for efficient customer rug tracking and management
• Perform precise data entry in Restore 365 for claim file intake and processing
• Print and organize essential documents such as bonus sheets, on-call schedules, and time-off slips for warehouse use
• Provide supervision and responsive support at the podium as needed
• Assist with CAT Mode operations during high-demand periods
• Prepare personalized employee birthday and anniversary cards to foster a positive team culture
• Send customer satisfaction surveys and follow up to continuously improve service quality

Skills

Customer service

Administrative support

MS Office

Time management

Communication skills

Job description

ServiceMaster by McCann is seeking a Customer Service Representative (CSR) to be the friendly voice for clients seeking disaster restoration and cleaning services. You will handle inquiries by phone, email, chat, and in person, dispatch technicians, and ensure every customer feels valued.

This role emphasizes accurate records, cross-team collaboration, and a positive, customer-first mindset. You will work a full-time schedule with on-call rotations, using iCAT and Restore 365 to manage service