Customer Service Representative

We are hiring a Customer Service Representative to serve as the first point of contact for customers experiencing water or fire damage at residential and commercial properties.

Role Overview

You will handle inbound calls, provide calm and empathetic support, collect key incident details, and ensure accurate documentation before warm-transferring calls to the appropriate internal team for immediate action.

This is a high-responsibility, customer-facing role where accuracy, empathy, and reliability are critical.

Key Responsibilities

Answer inbound emergency service calls in a 24/7 support environment (scheduled shifts)

Communicate calmly and professionally with distressed customers

Collect and record key details (contact info, location, damage type, severity, etc.)

Accurately input data into CRM/ERP systems in real time

Warm transfer calls to the appropriate department with complete context

Follow scripts, workflows, and call handling procedures

Requirements

Excellent spoken and written English (clear, neutral accent preferred)

Strong customer service and communication skills

Ability to stay calm and professional under pressure

High attention to detail and accuracy in data entry

Reliable attendance and consistent work history

Comfortable using VoIP systems and multiple tools simultaneously

Preferred Experience

Call center, customer support, dispatch, or intake experience

Experience in urgent service industries (restoration, HVAC, plumbing, etc.)

Familiarity with CRM systems and U.S. customer support

Work Environment

Remote position

Shift-based schedule (may include nights/weekends depending on coverage)

Fast-paced, high-volume call handling environment

Personality Fit

Calm, empathetic, and service-oriented

Professional and coachable

Strong sense of responsibility and reliability