Customer Service Representative
McCannDefiance, Ohio
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Overview
Schedule
Full-time
Career level
Senior-level
Remote
On-site
Benefits
Career Development
Job Description
Position Title: Customer Service Representative (CSR)
Job Summary:
Are you passionate about delivering exceptional customer experiences and building lasting relationships? As a Customer Service Representative (CSR) at ServiceMaster by McCann, you will be the friendly and professional voice of our company — the first point of contact for clients in their time of need seeking reliable Disaster Restoration and Commercial Cleaning services.
In this dynamic role, you will play a vital part in resolving inquiries, coordinating services, and ensuring every customer feels valued and supported.
You will thrive in a fast-paced environment while upholding our core ServiceMaster Brands values:
· Honor God in All We Do
· Help Our Team Develop
· Build Client Relationships
· Grow Profitably
If you enjoy helping others, solving problems, and contributing to a team that makes a real difference in people’s lives after unexpected events, this is the perfect opportunity for you!
Key Responsibilities
- Deliver outstanding customer service by promptly responding to inquiries through phone, email, chat, and in-person interactions
- Professionally answer incoming calls, assess needs, and efficiently dispatch technicians to provide timely support
- Handle complex customer issues with care and escalate them effectively to the appropriate team members or departments
- Maintain accurate and detailed records of all customer interactions, including thorough documentation of emergency call intake processes
- Provide clear, accurate information about our full range of restoration and cleaning services
- Prepare thoughtful client gifts and coordinate handoff to field technicians to enhance the customer experience
- Manage administrative tasks including filing, mail collection, appointment confirmations for the next day, and creating organized intake files
- Update the On-Call Manager schedule during weekly rotations (every Friday)
- Utilize iCAT software for efficient customer rug tracking and management
- Perform precise data entry in Restore 365 for claim file intake and processing
- Print and organize essential documents such as bonus sheets, on-call schedules, and time-off slips for warehouse use
- Provide supervision and responsive support at the podium as needed
- Assist with CAT Mode operations during high-demand periods
- Prepare personalized employee birthday and anniversary cards to foster a positive team culture
- Send customer satisfaction surveys and follow up to continuously improve service quality
Schedule & On-Call Requirements
- Full-time schedule: 5 days per week, Monday–Friday, 8:00 AM – 5:00 PM
- Participate in the company on-call rotation approximately every 6 weeks (providing valuable additional support during emergencies)
Qualifications and Requirements
- Minimum 2 years of customer service experience in a professional setting
- Minimum 2 years of administrative experience with strong organizational skills
- Excellent time management, prioritization, and multitasking abilities — able to handle multiple tasks with grace under pressure
- Outstanding interpersonal skills with a genuine ability to build strong, trusting relationships with both customers and team members
- Superior communication skills, including clear verbal and written communication, active listening, and proficient typing
- Adaptable and resilient — comfortable thriving in a high-pressure, fast-paced environment
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)
- Positive attitude, strong work ethic, and a customer-first mindset
What We Offer
- Competitive compensation package bases on experience
- Opportunity to make a meaningful impact in your community
- Supportive team environment rooted in strong core values
- Professional development and growth opportunities
- Stable full-time schedule with occasional on-call rotation
Ready to join a company that values integrity, teamwork, and exceptional service? Apply today and become an essential part of the ServiceMaster by McCann family!
Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world-class customer service and convenient access. By joining ServiceMaster, you'll be part of a talented network of employees with a shared vision.
Our environment is a diverse community where successful people work together to achieve common goals.
This franchise is independently owned and operated by a ServiceMaster Clean® franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this location should be made directly to the franchisee, and not to The ServiceMaster Company, LLC.
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FAQs About Customer Service Representative Jobs at McCann
What is the work location for this position at McCann?
This job at McCann is located in Defiance, Ohio, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at McCann?
Employer has not shared pay details for this role.
What employment applies to this position at McCann?
McCann lists this role as a Full-time position.
What experience level is required for this role at McCann?
McCann is looking for a candidate with "Senior-level" experience level.
What benefits are offered by McCann for this role?
McCann offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at McCann?
You can apply for this role at McCann either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.