Client Service Rep I (medical)

What we offer

• Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time off package
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Monday - Thursday, 11 : 30am - 8 : 30pm, Sunday, 11 : 00am - 8 : 00pm

Must reside in the state of Tennessee for payroll purposes.

Job Summary

A Customer Care Specialist in the SERVPRO National Call Center is responsible for identifying, capturing, and delivering revenue generating residential and commercial opportunities connecting customers to qualified SERVPRO Franchisees throughout the nation (including parts of Canada).

The SERVPRO National Call Center is a 24 / 7 environment; therefore, Customer Service Representatives are expected to maintain flexibility with respect to working overtime and holidays, especially during storm-related weather events.

You will

• Actively and consistently supports all efforts to simplify and enhance the Franchise / customer experience.
• Answers all incoming phone calls and aids representing SERVPRO Franchise community.
• Manages inbound and outbound phone calls based on established statistical performance goals for Department.
• Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO Franchises.
• Timely dispatches job leads based on necessary criteria including, but not limited to, Franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO Franchises.
• Promotes customer service throughout the SERVPRO System and insurance community; strives for one call resolution for vendors, customers, and Franchisees to promote high touch proactive service resolution resulting in customer retention.
• Assists the Incident Alert Center (IAC) by monitoring multiple alert sources and researching and dispatching commercial chase lead opportunities per IAC standard operating procedures.
• Ensures Distributors are notified of Franchises violating National Accounts Guidelines criteria.
• Completes all Training and Coaching sessions as required and / or requested by Supervisor.

You have

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• At least one (1) year of customer service experience, Call Center experience preferred.
• Possess polite and confident, excellent customer service skills, including listening and questioning.
• Ability to work in a fast paced, team-oriented office environment.
• Microsoft Office 2007 / 2010 experience (i.e. : Outlook) and CRM experience, a plus.
• Must reside in the state of Tennessee for payroll purposes.
• Additional working hours required as needed during storm events to maintain 24 / 7 phone coverage.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada.

Our 2,000+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share in common, and the collaborative spirit we bring to the work we pursue together.

All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.< /