Customer Service Coordinator

Summary: SERVPRO Team Wall is a restoration company dedicated to helping customers during their times of need. The Customer Service Coordinator is responsible for delivering exceptional customer experiences, managing scheduling and dispatching, and maintaining accurate job documentation. Responsibilities: - Be ready to take calls at shift start and remain available throughout the day - Monitor and manage all incoming leads to ensure timely contact and proper status updates - Ensure all potential mitigation leads are being contacted and moved to the correct status via the Team Wall Standard Administrative Operating Processes - Field all intake calls and gather complete, accurate job information - Handle escalation calls and provide real-time solutions when needed - Schedule and dispatch mitigation and estimate appointments - Optimize crew schedules based on availability, location, and urgency - Minimize delays and ensure rapid response times - Provide professional, empathetic communication via phone and email - Educate customers on the importance of timely mitigation and set clear expectations - Create and maintain accurate job files across all systems - Document all communication, updates, and required forms (including ATPs) - Ensure systems are aligned and job statuses are accurate - Stay organized across all active jobs and scheduling activity - Provide clear shift handoff notes to ensure continuity - Customer Service Coordinators are responsible for obtaining ATPs from customers via e-sign as needed - At times, estimate fees will need to be invoiced via QuickBooks Online. Customer Service Coordinators are directly responsible for entering this information if needed - Customer Service Coordinators assist Intake Lead in training new Coordinators via on-the-job training and shadowing opportunities - Customer Service Coordinators complete tasks as assigned by Intake Manager Required Qualifications: - Exceptional customer service skills - Strong communication skills via phone and email - Ability to handle complex scheduling scenarios - Experience with escalation calls and providing real-time solutions - Proficient in job file documentation and maintaining accurate records - Organizational skills to manage multiple active jobs and scheduling activities - Ability to educate customers on the importance of timely mitigation - Experience with invoicing and using QuickBooks Online - Willingness to assist in training new Coordinators - Self-motivated and proactive attitude - Team-oriented mindset Required Skills: Scheduling, Dispatching, Job Documentation, QuickBooks Online, E-signature Benefits: 401k +matching, Medical/Dental/Vision, Generous PTO policy, Training & Development