Customer Service Representative

ServiceMaster Disaster Associates 5253; Wilmington (DE); On-site; USD 27,552 - 35,817; Full time

Benefits offered by this job

401(k)

Health insurance

Vision insurance

Job summary

A leading disaster recovery service provider in Wilmington is seeking a full-time Customer Service Representative. This role involves managing customer inquiries, ensuring compliance with claims processes, and assisting with job estimates. Ideal candidates must possess strong communication skills, exceptional customer service abilities, and the capability to thrive in a fast-paced environment. Compensation ranges from $20.00 to $26.00 per hour. Join a team passionate about making a difference in people's lives and providing world-class service.

Qualifications

• Ability to manage highly confidential information.
• Experience with customer interaction and conflict resolution.
• Dependable and adaptable in a fast-paced environment.

Responsibilities

• Manage customer service issues and complaints.
• Ensure daily job notes are entered and updated.
• Assist in creating job estimates and reviews.

Skills

Exceptional Customer Service

Strong verbal and written communication skills

Personal time management

Strong problem-solving skills

Education

High school diploma/GED

Tools

Microsoft Office

CRM software

Job description

Overview

Customer Service Representative Wilmington

Benefits

• 401(k)
• Health insurance
• Vision insurance

Responsibilities

Seeking a full-time CSR for a fast paced office 8 am-5 pm.

As the hub of all claims, the CSR is responsible for speaking with the customer, ongoing customer follow up, handling service complaints, logistics of dispatching field personnel to jobs while ensuring that the required Cycle Time and insurance Service Level Agreement tasks deadlines are met. The coordinator will be responsible to follow up daily with the OPS team to ensure that all required documentation, estimates and procedures are followed according to required program guidelines.

A successful CSR will possess tenacity and thrives in a fast-paced environment. This position, in combination with the nature of this business, requires the ability to juggle multiple critical requests and react with appropriate urgency to situations that require quick turnaround and take effective action without knowing the entire picture.

Job Responsibilities

• Understanding of the claims flow process – Water Mitigation, Mold, Fire, Content and other Environmental work
• Manages data entry for each claim from First Notice of Loss through to completion of job in the CRM system
• Daily review of compliance tasks and all job tasks are completed on time
• Monitor and update jobs in required operating system making sure the job flows efficiently through the claims process requirements and cycle times
• Ensure that uploading photos, and other documents are appropriately described, titled and uploaded in real time, as well as follows up to get missing required data from homeowner and insurance/mortgage information not obtained on initial call
• Creates and or assists with job estimate, reviews final estimate to ensure estimate is complete per company standards
• Manages Customer Service issues and complaints, documenting actions and resolution
• Understanding of all company cycle times and SLAs required for each job and phase
• Client Care Calls – ensure constant, often daily, communication with the customer, may communicate with adjuster
• Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required
• May be responsible for creating job estimate and or assisting the Estimator/Project Manager with final estimate

Job Requirements

• High school diploma/GED required
• IICRC Certifications preferred but not required: WTR, ASD, OCT, STC
• Exceptional Customer Service working in a team environment utilizing meticulous attention to detail and the ability to prioritize tasks
• Personal time management and organizational skills
• Strong verbal and written communication skills
• Dependable and adaptable to operate within a fast-paced work environment
• Ability to manage highly confidential information
• Strong problem-solving skills
• Proficient at using Microsoft Office, Outlook, CRM software
• Experience with customer interaction and conflict resolution

Compensation: $20.00 - $26.00 per hour

About Us

Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world-class customer service and convenient access. By joining ServiceMaster, you'll be part of a talented network of employees with a shared vision.

Our environment is a diverse community where successful people work together to achieve common goals.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC.

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