Restoration Customer Experience Specialist

SERVPRO of Decatur; McDonough (GA); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

401(k)

401(k) matching

Dental insurance

Job summary

SERVPRO of Decatur is seeking a highly organized, customer-focused Customer Service Representative to join our team in McDonough, GA. You will be the primary contact for customers from the initial call through project completion, coordinating information and providing timely updates during stressful restoration work.

This role collaborates with Mitigation, Reconstruction, and Contents teams to ensure a seamless customer experience, maintaining records, and delivering empathy-driven service

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service skills and a professional demeanor.
• Highly organized with multitasking and prioritization abilities.
• Attention to detail and follow-through.
• Experience with high call volumes and inquiries.
• Proficient with computers, data entry and office software.
• Ability to coordinate with multiple departments.

Responsibilities

• Answer incoming calls professionally and assist customers with service requests.
• Gather customer and property loss information and enter leads into company systems.
• Coordinate and confirm initial customer appointments.
• Serve as primary contact throughout restoration projects.
• Communicate appointment times, crew arrival windows, scheduling changes, and service updates.
• Work closely with internal coordinators, project managers, and department management to obtain information and answer customer questions.
• Maintain consistent follow-up with customers and ensure inquiries are addressed promptly.
• Assist in coordinating transitions between restoration services, including mitigation, contents, and reconstruction.
• Maintain accurate customer records, communication notes, and follow-up activities.
• Help deliver an exceptional customer experience through professionalism, empathy, and attention to detail.

Skills

Verbal and written communication

Customer service

Highly organized

Attention to detail

Phone call handling

Data entry

Office software

Interdepartmental communication

Problem solving

Administrative experience

Job description

SERVPRO of Decatur is seeking a highly organized, customer-focused Customer Service Representative to join our team in McDonough, GA. You will be the primary contact for customers from the initial call through project completion, coordinating information and providing timely updates during stressful restoration work.

This role collaborates with Mitigation, Reconstruction, and Contents teams to ensure a seamless customer experience, maintaining records, and delivering empathy-driven service