Customer Service Representative

1st Choice Restoration; Kennewick (WA); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Simple IRA

Dental insurance

Paid time off

Job summary

1st Choice Restoration is seeking a customer service professional to handle incoming calls, coordinate new job intake, and manage scheduling for inspections and crews. You will be the primary contact for homeowners, property managers, and insurance representatives throughout the restoration process.

The role requires strong communication, careful data entry, and teamwork to keep job records up to date and ensure timely updates to customers and field staff.

Qualifications

• Experience in a professional customer service role.
• Strong communication and interpersonal skills.
• Ability to manage multiple scheduling tasks efficiently.
• Accurate data entry with attention to detail.

Responsibilities

• Answer incoming customer calls in a professional and friendly manner.
• Serve as a primary point of contact for customers throughout the restoration process.
• Respond to customer questions, concerns, and requests.
• Communicate professionally with homeowners, property managers, insurance representatives, and other customers.
• Handle difficult or upset customers with patience and professionalism.
• Follow up with customers to make sure their needs are being addressed.
• Escalate customer concerns to management when appropriate.
• Take incoming emergency and restoration calls during normal business hours.
• Gather accurate information regarding the property loss and customer’s needs.
• Enter new jobs and customer information into company systems.
• Schedule inspections, appointments, crews, and technicians.
• Confirm appointments and communicate schedule changes.
• Coordinate schedules between customers, technicians, project managers, and other team members.
• Assist with emergency restoration dispatch and coordination.
• Communicate job updates between customers and field personnel.
• Monitor job status and identify items requiring follow-up.
• Keep customers informed regarding scheduling and project updates.
• Document customer conversations, requests, and important job information.
• Ensure job records are accurate and up to date.
• Follow through on customer requests until they are resolved.
• Maintain accurate customer and job records.
• Assist with paperwork and documentation.
• Enter and maintain information in company software.
• Assist management and office staff with administrative duties.
• Help maintain an organized and professional office environment.
• Perform other duties as needed to support the team.

Skills

Customer service

Communication

Scheduling

Problem solving

Data entry

Tools

CRM software

Ticketing system

Scheduling software

Job description

Benefits:

• SIMPLE IRA 3% Match
• Dental insurance
• Paid time off

Customer Service

• Answer incoming customer calls in a professional and friendly manner.
• Serve as a primary point of contact for customers throughout the restoration process.
• Respond to customer questions, concerns, and requests.
• Communicate professionally with homeowners, property managers, insurance representatives, and other customers.
• Handle difficult or upset customers with patience and professionalism.
• Follow up with customers to make sure their needs are being addressed.
• Escalate customer concerns to management when appropriate.

New Job Intake & Scheduling

• Take incoming emergency and restoration calls during normal business hours.
• Gather accurate information regarding the property loss and customer’s needs.
• Enter new jobs and customer information into company systems.
• Schedule inspections, appointments, crews, and technicians.
• Confirm appointments and communicate schedule changes.
• Coordinate schedules between customers, technicians, project managers, and other team members.
• Assist with emergency restoration dispatch and coordination.

Job Coordination & Communication

• Communicate job updates between customers and field personnel.
• Monitor job status and identify items requiring follow-up.
• Keep customers informed regarding scheduling and project updates.
• Document customer conversations, requests, and important job information.
• Ensure job records are accurate and up to date.
• Follow through on customer requests until they are resolved.

Office & Administrative Support

• Maintain accurate customer and job records.
• Assist with paperwork and documentation.
• Enter and maintain information in company software.
• Assist management and office staff with administrative duties.
• Help maintain an organized and professional office environment.
• Perform other duties as needed to support the team.