New Opportunity Specialist

Southeast Restoration Group; Buffalo (NY); Remote; USD 42,000 - 58,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off (PTO)

Birthday off

Mission trips

Professional development

Job summary

Southeast Restoration Group is seeking a compassionate NOC Specialist to be the first point of contact for customers during stressful property emergencies. You will collect detailed intake information, guide customers through next steps, and coordinate across PSA, Proven CRM, Podium, and TPA systems.

This remote role emphasizes clear communication and empathy within a faith-based team. Grow with a supportive organization that values accuracy, customer care, and teamwork across branches and

Qualifications

• High School Diploma or equivalent.
• 2+ years of customer service or intake experience.
• Experience operating a multi-line phone system preferred.
• Restoration industry experience is a plus but not required.
• Experience in insurance/property services or related customer care is valued.

Responsibilities

• Serve as primary point of contact for incoming customer calls.
• Gather detailed intake information using established procedures.
• Manage multi-line phone system during business hours.
• Enter data across PSA, Proven CRM, Podium, and TPAs.
• Coordinate with branches, operations, and PMs to route opportunities.
• Explain restoration process and next steps with empathy.
• Identify missing information and resolve intake issues.
• Support workload balancing and continuous process improvement.

Skills

Customer service

Communication

Multitasking

Data entry

Problem solving

Remote work readiness

Education

High School Diploma or equivalent

Tools

PSA

Proven CRM

Podium

TPA portals

Microsoft Office

Job description

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.

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
• 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
• Opportunity to Make a Meaningful Impact in a Growing, Faith-Driven Company

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.