What are the responsibilities and job description for the CSR/Coordinator position at Restorerz Emergency Services?

About Restorerz Emergency Services

Restorerz - Emergency Services is a leading property restoration company based in Southern California, specializing in water, fire, and mold remediation services. Our mission is to "Leave properties and people better than we found them," and we are committed to becoming the largest privately owned and operated restoration company in the nation.

Our team comprises IICRC-certified professionals who provide white-glove service to homeowners, guiding them through the insurance claims process from start to finish. We pride ourselves on our core values : world-class service, integrity, accountability, knowledge, and urgency. Our culture emphasizes excellence, and our systems and processes are designed to benefit homeowners.

With multiple locations across Southern California & Nevada, we offer 24 / 7 emergency response, aiming to be on-site within 60 minutes or less. Our services include water damage restoration, fire damage restoration, mold remediation, sewage cleanup, and more. We work with all insurance carriers to ensure a seamless experience for our clients.

At Restorerz, we are not just restoring properties; we are restoring peace of mind. Our commitment to excellence and customer satisfaction sets us apart as leaders in the restoration industry

Position Overview :

The CSR / Coordinator is the first point of contact for our customers during stressful and challenging situations. This role requires empathy, excellent communication skills, and the ability to manage multiple tasks efficiently. The CSR / Coordinator will be responsible for handling incoming calls, scheduling appointments, coordinating with technicians, processing paperwork, and ensuring customer satisfaction throughout the restoration process.

Key Responsibilities :

Answer incoming calls with professionalism and empathy, assessing customer needs and providing appropriate solutions.

Schedule appointments for estimates, services, and follow-ups, optimizing technician schedules and minimizing customer wait times.

Dispatch technicians to job sites, providing them with necessary information and ensuring timely arrival.

Maintain accurate records of customer interactions, job details, and service schedules using our CRM software.

Process paperwork, including work orders, contracts, and insurance documentation.

Communicate effectively with customers, technicians, insurance adjusters, and other stakeholders, providing updates and ensuring smooth communication throughout the restoration process.

Follow up with customers to ensure satisfaction and address any concerns.

Handle customer complaints and resolve issues efficiently and professionally.

Assist with other administrative tasks as needed, such as data entry, filing, and reporting.

Maintain a clean and organized work environment.

Adhere to company policies and procedures, including safety guidelines.

Contribute to a positive and supportive team environment.

Qualifications

High school diploma or equivalent required; some college preferred.

Proven experience in customer service, preferably in a fast-paced environment.

Experience in the restoration or construction industry a plus.

Excellent communication skills, both verbal and written.

Strong organizational and time-management skills, with the ability to multitask and prioritize effectively.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM software.

Ability to remain calm and empathetic in stressful situations.

Strong problem-solving skills and attention to detail.

Ability to work independently and as part of a team.

Must be able to pass a background check.

Why Restorerz ?

Competitive salary and benefits package

Opportunities for professional development and growth

Be part of a world-class, rapidly growing team with a passion for excellence

Supportive and positive work environment built on integrity and accountability

Work with cutting-edge technology and industry-leading systems

Ready To Make An Impact ?

If you're a motivated, experienced leader with a passion for property restoration and delivering exceptional service, we'd love to hear from you.

Employees who join our team stay for years. Our selection process is rigorous but once someone joins our team, they almost never leave. We strive to be the kind of employer whose logo you might get a tattoo of someday. We have a strong team environment and we believe and demonstrate the power of teamwork every day.

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