Customer Service Intake Specialist

SERVPRO Team Shaw - Ranked #4 Fastest Growing Mid-Market Company in North Texas by Dallas Business Journal SERVPRO Team Shaw is one of the largest SERVPROs in Texas and has grown from one location in 2019 to 30 locations today. We have grown 10x in the last 3 years and are looking to double in growth in near future. We are a full turnkey provider for our customers doing everything from Water and Fire Emergency Services, Moving and Storage of Contents, and Textile Cleaning all the way to Reconstruction. Growth opportunities can arise through any of the above-mentioned divisions, as well as specializations for commercial large loss, fire damage restoration, Reconstruction and Capital Improvement Projects. If you have a sense of urgency, and want to grow with a company that has seen 10x growth over the last 2 years, look no further and apply today! As a Customer Service Intake Specialist, you are the welcoming voice and the first handshake that greets our customers. You embody our commitment to outstanding service, ensuring that every interaction begins on a positive note. Your main role is to efficiently collect pertinent information to facilitate customer requests, address initial queries, and direct them to the appropriate department or service channel. Key Responsibilities: • Initial Contact: Greet customers in a courteous, friendly, and professional manner via phone, email, chat, or in-person. • Information Collection: Accurately collect and record customer information, verify existing account details, and determine the nature of the call or inquiry. • Query Resolution: Address basic customer questions regarding products, services, account information, or direct them to the appropriate department for further assistance. • Appointment Scheduling: Coordinate with team members to schedule appointments or service calls, ensuring efficient and timely service. • Data Entry: Input customer information into databases and maintain accurate records of interactions, transactions, and comments. • Problem Escalation: Identify and escalate priority issues or complex queries to the relevant teams or management. • Documentation: Ensure all customer documentation is complete, processed, and secured appropriately. • Follow-Up: Conduct follow-up calls or communications to ensure customer satisfaction and resolution of any pending issues. #SPTSoffice19 Position Requirements • 2+ years of administrative or office-related experience • Experience in the service industry environment preferred • Outstanding written and verbal communication skills, including proper pronunciation and grammar, and a consistently courteous and professional tone of voice at all times • Polite, confident, and excellent customer service skills, including listening and questioning skills • Ability to remain calm and professional during tense or stressful situations • Excellent organizational skills and strong attention to detail • Very self-motivated and goal-oriented • Ability to multi-task • Capability to work in a fast-paced, team-oriented office environment • Proficiency in Microsoft Office (i.e., Outlook, Word, Excel) • Ability to learn new software, including Xactimate® and proprietary software • Ability to successfully complete a background check subject to applicable law