New Opportunity Specialist

Southeast Restoration Group; New York (NY); Remoto; USD 42.000 - 56.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote Work Environment

Health Benefits

401(k) with Company Match

Paid Time Off Including Your Birthday

Professional Development

Mission-driven company

Descrizione del lavoro

Southeast Restoration Group (SRG) seeks a compassionate NOC Specialist to be the first point of contact for customers in emergencies in New York. You will listen, gather critical information, and guide clients through the restoration process while handling multiple systems and intake procedures.

In a remote-friendly role, manage multi-line calls, enter data across PSA, Proven CRM, Podium, and TPAs, and collaborate with branches, operations, and project managers to ensure timely follow-up and

Competenze

• 2+ years in customer service, admin support, call center, intake coordination, dispatch, or related experience preferred.
• Experience operating a multi-line phone system strongly preferred.
• Experience with CRM, scheduling, or project management software is beneficial.

Mansioni

• Serve as primary contact for incoming customer calls and inquiries, creating a positive first impression.
• Gather detailed information using established intake procedures to support project initiation.
• Manage a multi-line phone system and maintain professional, empathetic communication during high-volume periods.
• Enter and maintain information across PSA, Proven CRM, Podium and TPA systems accurately.
• Coordinate with branches, operations, and project managers to ensure proper routing and timely follow-up.
• Guide customers through the restoration process, offering clear communication and reassurance.
• Identify missing information and resolve intake-related issues to ensure a seamless experience.
• Collaborate with NOC teammates and location staff to improve processes and service quality.

Conoscenze

Customer service

Multitasking

Communication

Empathy

Formazione

High School Diploma or equivalent

Strumenti

Proven CRM

Podium

Contractor Connection

TPA portals

Descrizione del lavoro

OverviewSoutheast 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 ResponseServe 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 IntakeGather 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 ManagementAnswer and manage incoming calls during business hours while maintaining professionalism, empathy, and responsiveness during high-volume periods.
• Systems & DocumentationAccurately 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 & CommunicationWork 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 & SupportHelp customers understand the restoration process and next steps while providing reassurance and clear communication during what can often be a stressful situation.
• Problem ResolutionIdentify missing information, clarify customer needs, and proactively resolve intake-related issues to ensure a seamless customer experience.
• Team CollaborationPartner with fellow NOC team members and location personnel to maintain service excellence, support workload balancing, and contribute to continuous process improvement.

Qualifications

• EducationHigh School Diploma or equivalent required
• Experience2+ 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 Year5 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