Customer Service Representative

SERVPRO Team Fletcher has an opening for Customer Service Representative in our Pekin, IL office!   Are you driven to help people through emergency situations with empathy and urgency?  Do you enjoy multi-tasking in a fast-paced environment?  Then this could be the career for you!  Join SERVPRO Team Fletcher and find the satisfaction of guiding clients through the process of cleaning up and repairing fire and water damage to their home or business.SummaryThe Customer Service Representative plays a crucial role in our franchise, ensuring seamless communication between our customers and our operational teams. This position involves performing various administrative tasks related to customer calls, job management, scheduling, and customer satisfaction. Additionally, this position is responsible for maintaining a high level of customer service and assisting with general office duties.Primary Responsibilities

·   Promptly receive and enter lead calls and job referrals (First Notice of Loss - FNOL) into the system, ensuring accuracy and completeness.

·   Provide exceptional customer service by addressing inquiries, resolving issues, and maintaining a friendly and professional demeanor when interacting with customers.

·   Answer incoming phone calls, handle FNOL and general information phone calls, and greet visitors to the office, ensuring a positive and welcoming experience.

·   Efficiently dispatch and track lead calls and job referrals to appropriate operational managers and teams, ensuring timely response and resolution.

·   Regularly review and analyze the Work in Progress (WIP) board to identify trends, bottlenecks, or areas for improvement in the dispatching process.

·   Perform after-hours on-call rotational duties as assigned to ensure timely emergency response to client job sites.

·   Collaborate with teams to coordinate the production schedule and on-call schedule, ensuring efficient resource allocation and timely job completion.

·   Monitor the logistical aspects of job referrals to ensure that they progress smoothly and meet customer expectations.

·   Perform other job-related duties as assigned.

·   High school diploma/GED is required.

·   Previous receptionist/office experience preferred.·   Experience with multi-line phone systems preferred.

·   Knowledge of residential or commercial insurance processes preferred.

·   Exceptional customer service skills, strong administrative abilities, and excellent verbal and written communication skills required.

·   Proficiency in using various digital tools and technologies to complete job tasks efficiently.

·   Experience in the restoration or construction is a plus.

This is a largely sedentary role in an office environment. However, some filing may be required. This could require the ability to lift files, open filing cabinets, climb stairs, and bend or stand on a step stool as necessary.Normal Working Hours, Additional Working Hours, and Travel Requirements

This is a full-time position, working hours varying between 7:00 a.m. and 5:00 p.m., Monday–Friday.  This position also requires participation in a rotational after-hours on-call process.  This position may require longer hours and some flexibility in hours may be needed depending upon business needs.