Project Coordinator / Customer Service Representative (CSR)

iMold Cleaning and Restoration; Fort Myers (FL); On-site; USD 36,000 - 52,000; Full time

Job summary

iMold Cleaning and Restoration in Fort Myers is seeking an experienced Customer Service Representative to join a fast-growing team. You will be the first point of contact for customers, handling inquiries, documenting leads in our CRM, and coordinating estimator routes to meet customer needs.

The role requires strong communication, the ability to coach others, and comfort with multi-tasking in a dynamic home-services environment.

Qualifications

• Excellent communication skills and ability to engage with customers.
• Ability to coach and develop others within a fast-paced team.
• Strong multitasking in a dynamic restoration/home-services environment.

Responsibilities

• Serve as a brand ambassador and first impression for potential customers.
• Answer incoming customer calls (new leads, follow-ups).
• Document new leads into the CRM system.
• Schedule Estimator routes optimizing geography and needs.
• Educate customers on services (mold, water damage, restoration).
• Manage customer expectations on timelines and costs of remediation.
• Resolve customer issues with operations team.
• Perform lead follow-ups and escalate when needed.
• Confirm and adjust appointments as required.

Skills

Communication skills

Coaching others

Multitasking

Education

High School diploma/GED

Tools

CRM systems

Work Management platforms

Job description

Benefits

• Fast growing company with opportunities for advancement
• Dedicated investments in learning, training, and development
• Above market compensation, plus performance and commission pay
• Leadership, coaching and development opportunities
• Other benefits include (401k, Health, Dental, Vision, Paid Time Off)

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Opportunity for advancement
Paid time off
• Training & development

Benefits/Perks

• Fast growing company with opportunities for advancement
• Dedicated investments in learning, training, and development
• Above market compensation, plus performance and commission pay
• Leadership, coaching and development opportunities
• Other benefits include (401k, Health, Dental, Vision, Paid Time Off)

We are looking for an experienced Customer Service Representative (CSR) in Fort Myers to join our fast growing team! You will be making an impact each day by helping our team of professionals serve our communities better and our Company grow so we can support even more of our neighbors.

You are someone that has a keen interest and meaningful experience in customer service, call taking, understanding customer needs, problem solving, appointment scheduling, and logistics. You have a genuine concern and ability to show empathy for all of our customers. When they may be having one of their worst days, you are at your best.

You are computer savvy and have experience with CRM systems and Work Management platforms. You thrive in a fast paced environment and are open to learning every day. Your experience in the fields of cleaning, restoration, construction, and broadly home services are all a plus. You are an individual that is outgoing, presentable, and has outstanding communication skills.

You hold yourself to a high standard and care deeply about the quality of your work and its impact on customers and your team. You are a leader and coach to others and know you are only as successful as those you bring along with you.

Your Core Responsibilities

• Serve as a brand ambassador as you may be iMold's first impression to our potential customers
• Answering incoming customer calls (New Leads, Customer Follow-Ups, etc.)
• Customer in-take, documentation of new leads into our CRM system
• Scheduling Estimator (Salesperson) routes, optimizing for geography and customer needs
• Educating customers on our services, i.e., mold, water damage, rebuild restoration processes
• Manage customer expectations about timelines, costs, and potential outcomes of remediation projects
• Handle any customer issues, working closely with the operations team to resolve problems quickly
• Performing lead follow-ups, elevating to other team members as appropriate
• Confirming appointments and making adjustments to schedules as needed

Your soft skills

• Excellent communication skills (We are a "communication company" that specializing in restoration!)
• Ability to manage others, provide coaching and develop others
• Ability to multi-task, in a complex and sometimes quickly changing environment

Your Qualifications

• 3-5 years of experience in a Customer Service Representative (CSR) role
• Overall interest in serving your communities and being a hero to your neighbors
• General familiarity with the cleaning, restoration, and/or construction industries
• Willingness to undergo background check, drug test, and motor vehicle record pull
• Valid driver’s license and clean driving record
• High school diploma/GED