Customer Care Specialist – Call Center

Job Description:

• Identify, capture, and deliver revenue-generating residential and commercial opportunities
• Connect customers with qualified SERVPRO Franchisees throughout the United States and parts of Canada
• Answer all incoming phone calls and represent the SERVPRO Franchise community
• Manage inbound and outbound calls according to department performance goals
• Capture referrals for job leads received by telephone and electronically
• Dispatch job leads based on Franchise status, territory assignment, and commercial large loss criteria
• Promote customer service throughout the SERVPRO System and insurance community
• Pursue one-call resolution for vendors, customers, and Franchisees
• Monitor multiple alert sources for the Incident Alert Center
• Research and dispatch commercial chase lead opportunities according to procedures
• Notify Distributors of Franchises violating National Accounts Guidelines criteria
• Assist other departments as needed
• Complete required training and coaching sessions

Requirements:

• Ability to read, write, and speak English clearly and professionally
• At least one year of customer service experience; call center experience preferred
• Outstanding written and verbal communication skills
• Excellent customer service skills, including listening and questioning
• Excellent organizational skills and strong attention to detail
• PC skills in a multi-screen/task environment
• Typing speed of at least 40+ words per minute with minimal errors
• Ability to remain calm and reasonable during tense or stressful situations
• Ability to work in a fast-paced, team-oriented office environment
• Ability to sit for extended amounts of time
• Microsoft Office 2007/2010 experience, such as Outlook, and CRM experience are a plus
• High School Diploma or GED
• Must reside in the state of Tennessee for payroll purposes
• Flexibility to work overtime and holidays, especially during storm-related weather events

Benefits:

• Excellent health benefits plan, including day 1 eligibility for medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time off package
• Paid parental leave
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program