CRDN - Lead Customer Service Representative (CSR Lead)

About Us CRDN of DFW is a national leader in textile and electronics restoration for homeowners and businesses affected by fire, water, and other disasters. We pride ourselves on providing exceptional service with care, precision, and professionalism. We’re looking for a hands onLead Customer Service Representative (CSR Lead)to join our growing team and help lead the way in delivering quality service and outstanding customer care. Position Overview As aLead CSR, you will serve as the primary liaison between our operations team, and customers. You will manage field service responsibilities, including pickups and deliveries, while maintaining the highest standard in documentation, communication, and customer relations. You will also train and mentor new CSRs and take ownership of key elements in our service process. Key Responsibilities • Communicate the full CRDN process clearly and professionally when needed • Lead pick-up and delivery appointments, ensuring no cleanable items are left behind • Must be comfortable working in homes affected by fire, water, or wind damage • Handle homeowner complaints and concerns with confidence, diplomacy • Handle solo pick-ups of any size when given sufficient time • Demonstrate safety protocols and proper handling of potentially contaminated materials (e.g., smoke, soot, water) • Train and mentor entry-level and mid-level CSRs on processes and procedures • Communicate effectively with internal teams and clients across multiple platforms • Join the rotating on-call schedule, including availability on alternating weekends and holidays Required Qualifications • Must be 18 years of age or older • Must have a valid driver’s license and be insurable • Local travel required to job sites • Completion of CSR Level I and Level II training (or equivalent experience) • Proven ability to work independently and as a team leader • Strong attention to detail and ability to follow company protocols • Clear and professional verbal and written communication skills Preferred Skills • Experience in textile restoration, dry cleaning, or contents restoration • Customer service experience in high-pressure or field-based environments • Comfortable with technology and scanning systems (e.g., FSA, SGC-QR Code) • Strong conflict-resolution and homeowner-facing communication skills • Knowledge of warehouse practices and textile handling What We Offer • Competitive compensation based on experience $15.00 – $17.00 per hour • Ongoing training and development • A supportive and collaborative team environment • Opportunity for advancement within a growing company • Make a meaningful impact in the lives of homeowners during times of need Ready to Lead? If you’re a skilled and dependable CSR looking to take the next step in your career, we’d love to hear from you. Apply today and help us restore peace of mind, one home at a time. Job Type: Full-time Pay: $15.00 - $17.00 per hour Benefits: • Dental insurance • Health insurance • Life insurance • Paid time off • Vision insurance Schedule: • Monday to Friday • On call • Overtime • Weekends as needed People with a criminal record are encouraged to apply Application Question(s): • Are you able to work 40+ hours per week including weekends and holidays if needed? • This position involves physically demanding tasks and working in challenging conditions such as heat, cold, or outdoor environments. Are you comfortable performing physical labor and working in these conditions on a regular basis? Experience: • Leadership: 1 year (Required) Language: • English (Required) License/Certification: • Driver's License (Required) Ability to Commute: • Dallas, TX 75247 (Required) Willingness to travel: • 100% (Required) Work Location: In person