Customer Service Representive

IICRC; Austin (TX); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401(k)

401(k) matching

Dental insurance

Paid time off

Opportunity for advancement

Job summary

SERVPRO in Austin, TX is seeking a highly organized, customer-focused Customer Service Representative to join our team. You will be the primary contact for customers during their restoration experience, coordinating information and providing timely updates to ensure a smooth process.

Responsibilities include handling calls, gathering details, scheduling, and coordinating with Mitigation, Reconstruction, and Contents teams to deliver an exceptional customer experience.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service skills and a friendly, professional demeanor.
• Highly organized with the ability to multitask and prioritize responsibilities.
• Strong attention to detail and follow-through.
• Comfortable handling a high volume of phone calls and customer inquiries.
• Proficient with computers, data entry, and office software.
• Ability to communicate effectively with multiple departments and team members.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Previous customer service, scheduling, or administrative experience preferred.
• Experience in restoration, construction, or insurance-related industries is a plus, but not required.

Responsibilities

• Answer incoming calls professionally and assist customers with new service requests.
• Gather customer and property loss information and accurately enter leads into company systems.
• Coordinate and confirm initial customer appointments.
• Serve as the primary point of contact for customers throughout their restoration projects.
• Communicate appointment times, crew arrival windows, scheduling changes, and service updates.
• Work closely with internal coordinators, project managers, and department management to obtain information and answer customer questions.
• Maintain consistent follow-up with customers and ensure inquiries are addressed promptly.
• Assist in coordinating transitions between restoration services, including mitigation, contents, and reconstruction.
• Maintain accurate customer records, communication notes, and follow-up activities.
• Help deliver an exceptional customer experience through professionalism, empathy, and attention to detail.

Skills

Verbal communication

Written communication

Customer service

Organization

Multitasking

Attention to detail

Phone support

Data entry

Coordination

Problem solving

Job description

Benefits

• Health insurance


• Opportunity for advancement


• Paid time off


• 401(k)


• 401(k) matching


• Dental insurance

SERVPRO is seeking a highly organized, personable, and customer-focused Customer Service Representative to join our team.

This individual will serve as the primary point of contact for customers throughout their restoration experience, from the initial phone call through project completion. The ideal candidate is an excellent communicator who enjoys helping people, coordinating information, and ensuring customers receive timely updates during what can often be a stressful situation.

This position works closely with our Mitigation, Reconstruction, and Contents departments to provide a seamless customer experience.

Key Responsibilities

• Answer incoming calls professionally and assist customers with new service requests.


• Gather customer and property loss information and accurately enter leads into company systems.


• Coordinate and confirm initial customer appointments.


• Serve as the primary point of contact for customers throughout their restoration projects.


• Communicate appointment times, crew arrival windows, scheduling changes, and service updates.


• Work closely with internal coordinators, project managers, and department management to obtain information and answer customer questions.


• Maintain consistent follow-up with customers and ensure inquiries are addressed promptly.


• Assist in coordinating transitions between restoration services, including mitigation, contents, and reconstruction.


• Maintain accurate customer records, communication notes, and follow-up activities.


• Help deliver an exceptional customer experience through professionalism, empathy, and attention to detail.

Qualifications

• Excellent verbal and written communication skills.


• Strong customer service skills and a friendly, professional demeanor.


• Highly organized with the ability to multitask and prioritize responsibilities.


• Strong attention to detail and follow-through.


• Comfortable handling a high volume of phone calls and customer inquiries.


• Proficient with computers, data entry, and office software.


• Ability to communicate effectively with multiple departments and team members.


• Strong problem-solving skills and the ability to remain calm under pressure.


• Previous customer service, scheduling, or administrative experience preferred.


• Experience in restoration, construction, or insurance-related industries is a plus, but not required.