New Opportunity Specialist

Southeast Restoration Group; Athens (GA); Remote; USD 40,000 - 62,000; Full time

Benefits offered by this job

Remote work environment

Health benefits

401(k) with company match

Job summary

Southeast Restoration Group is seeking a compassionate NOC Specialist to be the first contact for customers in crisis, guiding them through the restoration process with empathy and clear information.

You will gather details, manage multiple phone lines, and enter data across CRM/PSA tools while coordinating with branches and project managers to ensure timely follow-up and exceptional service.

Qualifications

• Excellent customer service and communication skills.
• Ability to stay calm and empathetic in stressful situations.
• Strong multitasking and organizational abilities.

Responsibilities

• Serve as the primary contact for incoming customer calls, creating a positive first impression.
• Gather detailed information from customers using established intake procedures.
• Manage multi-line phone system during business hours with professionalism and empathy.
• Enter and maintain data across PSA, Proven CRM, Podium, and insurance portals.
• Coordinate with branches, operations, and project managers to route opportunities and ensure timely follow-up.
• Guide customers through the restoration process with clear, compassionate communication.
• Identify missing information and resolve intake-related issues to ensure a smooth experience.
• Collaborate with team members to balance workload and drive process improvements.

Skills

Customer service

Communication

Multitasking

Data entry

Remote work readiness

Education

High School Diploma or equivalent

Tools

CRM

PSA

Podium

ERP/Insurance portals

Job description

Overview

Southeast Restoration Group (SRG), a faith-based company, is seeking a compassionate, customer-focused, and detail-oriented NOC Specialist to serve as the first point of contact for customers during some of the most stressful moments of their lives.

As a member of our New Opportunity Center (NOC), you will play a critical role in creating an exceptional first impression for SRG. Whether a customer is experiencing water damage, fire damage, storm loss, or another property emergency, you will be the calming voice that listens, gathers critical information, and helps guide them through the next steps of the restoration process.

This role requires someone who thrives in a fast-paced environment, enjoys helping people, and can confidently navigate multiple systems while handling incoming calls and opportunity intake. If you are a strong communicator with a heart for service and a passion for creating outstanding customer experiences, we would love to meet you.

Your Impact: Key Responsibilities

Customer Experience & First Response

Serve as the primary point of contact for incoming customer calls and inquiries, creating a positive and reassuring first impression of Southeast Restoration Group.

New Opportunity Intake

Gather detailed information from customers and referral sources using established intake procedures. Ensure all required information is collected accurately and completely to support efficient project initiation.

Multi-Line Phone Management

Answer and manage incoming calls during business hours while maintaining professionalism, empathy, and responsiveness during high-volume periods.

Systems & Documentation

Accurately enter and maintain information across multiple platforms including PSA, Proven CRM, Podium, and various Third-Party Administrator (TPA) systems such as Contractor Connection and other insurance-related portals.

Coordination & Communication

Work closely with branch locations, operations teams, project managers, and other internal stakeholders to ensure opportunities are routed appropriately and customers receive timely follow-up.

Customer Guidance & Support

Help customers understand the restoration process and next steps while providing reassurance and clear communication during what can often be a stressful situation.

Problem Resolution

Identify missing information, clarify customer needs, and proactively resolve intake-related issues to ensure a seamless customer experience.

Team Collaboration

Partner with fellow NOC team members and location personnel to maintain service excellence, support workload balancing, and contribute to continuous process improvement.

Qualifications

Education

• High School Diploma or equivalent required

Experience

• 2+ years of customer service, administrative support, call center, intake coordination, dispatch, or related experience preferred
• Experience operating a multi-line phone system strongly preferred
• Restoration industry experience is a plus but not required
• Experience working in insurance, property services, customer care, hospitality, retail, healthcare, or other customer-focused industries is highly valued

Technical Skills

• Strong computer proficiency and ability to navigate multiple systems simultaneously
• Experience with CRM, customer service, scheduling, or project management software preferred
• Proficiency with Microsoft Office applications
• Strong data entry accuracy and attention to detail

Knowledge, Skills & Abilities

• Exceptional customer service and communication skills
• Ability to remain calm, patient, and compassionate in challenging situations
• Strong multitasking and organizational abilities
• Ability to manage a high volume of calls and tasks while maintaining accuracy
• Excellent listening and problem-solving skills
• Ability to work independently in a remote environment while remaining highly engaged with the team
• Commitment to serving others with professionalism, empathy, and integrity

Benefits

• Competitive Compensation Package
• Full Health Benefits: Medical, Dental, Vision, Short-Term Disability, Long-Term Disability, and Voluntary Life
• Safe Harbor 401(k) with up to 4% Company Match
• Paid Time Off Package Including Your Birthday Off Every Year
• 5 Paid Mission Trip Days
• Opportunities for Professional Development and Growth
• Remote Work Environment
• Opportunity to Make a Meaningful Impact in a Growing, Faith-Driven Company