Customer Service Representative

Company: ServiceMaster Restore
Location: Wilmington
Posted on: April 3, 2025

Job Description:

Benefits:

* 401(k)
* Dental insurance
* Health insurance
* Vision insurance

Seeking a full-time CSR for a fast paced office 8 am-5pm.

As the hub of all claims, CSR is responsible for speaking with the customer, ongoing customer follow up, handling service complaints, logistics of dispatching field personnel to jobs while ensures that the required Cycle Time and insurance Service Level Agreement tasks deadlines are met. The coordinator will be responsible to follow up daily with the OPS team to ensure and that all required documentation, estimates and procedures are followed according to required program guidelines.

A successful CSR will possess tenacity and thrives in a fast-paced environment. This position, in combination with the nature of this business, require the ability to juggle multiple critical requests and react with appropriate urgency to situations that require quick turnaround and take effective action without knowing the entire picture.

Job Responsibilities

* Understanding of the claims flow process - Water Mitigation, Mold, Fire, Content and other Environmental work
* Manages data entry for each claim from First Notice of Loss through to completion of job in the CRM system
* Daily review of compliance tasks and all job tasks are completed on time
* Monitor and update jobs in required operating system making sure the job flows efficiently through the claims process requirements and cycle times
* Ensure that uploading photos, and other documents are appropriately described, titled and uploaded in real time, as well as follows up to get missing required data from homeowner and insurance/mortgage information not obtained on initial call
* Creates and or assists with job estimate, reviews final estimate to ensure estimate is complete per company standards
* Manages Customer Service issues and complaints, documenting actions and resolution
* Understanding of all company cycle times and SLAs required for each job and phase
* Client Care Calls - ensure constant, often daily, communication with the customer, may communicate with adjuster
* Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required
* May be responsible for creating job estimate and or assisting the Estimator/Project Manager with final estimate

Job Requirements

* High school diploma/GED required
* IICRC Certifications preferred but not required: WTR, ASD, OCT, STC
* Exceptional Customer Service working in a team environment utilizing meticulous attention to detail and the ability to prioritize tasks
* Experience with Microsoft Office application (Word, Outlook, PowerPoint, and Excel) required
* Personal time management and organizational skills
* Strong verbal and written communication skills
* Dependable and adaptable to operate within a fast-paced work environment
* Ability to manage highly confidential information
* Strong problem-solving skills
* Proficient at using Microsoft Office, Outlook, CRM software
* Experience with customer interaction and conflict resolution

Compensation: $20.00 - $26.00 per hour

Keywords: ServiceMaster Restore, Boston , Customer Service Representative, Hospitality & Tourism , Wilmington, Massachusetts