Intake & Dispatch Specialist – Restorations

IICRC; El Paso (TX); On-site; USD 32,000 - 56,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

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 will be the first voice customers hear when reporting property damage or requesting service.

Responsibilities include answering calls, gathering loss details, entering leads, and dispatching to the appropriate team while maintaining accuracy and urgency in a fast-paced office environment.

Qualifications

• High school diploma or GED.
• 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 a sense of urgency.
• Ability to prioritize competing demands and manage multiple calls and tasks in a fast-paced office.
• Comfort using computers, email, multiline phone systems, and other digital tools.
• Reliable attendance and the ability to work on-site during assigned hours.

Responsibilities

• Answer incoming customer, referral, and First Notice of Loss calls promptly and professionally.
• Gather complete loss details and contact information, service location, damage type, insurance details, and needs.
• Enter new leads and call notes accurately into company systems.
• Assess urgency and dispatch leads to the appropriate mitigation or operations team.
• Facilitate warm call transfers and locate the right team member for immediate assistance.
• Notify team members of urgent losses and confirm referrals are received.
• Monitor dispatched leads and follow up to ensure timely responses.
• Provide updates to customers and partners and route questions to the right experts.
• Escalate delays, concerns, and unresolved referrals to management.
• Maintain accurate call, dispatch, and leads records.

Skills

Phone etiquette

Communication

Data entry

Customer service

Multitasking

Education

High school diploma or GED

Tools

CRM systems

Multiline phone systems

Computer literacy

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 will be the first voice customers hear when reporting property damage or requesting service.

Responsibilities include answering calls, gathering loss details, entering leads, and dispatching to the appropriate team while maintaining accuracy and urgency in a fast-paced office environment.