What are the responsibilities and job description for the Intake and Dispatch Agent position at Servpro?
We take care of people, who take care of people!
Ready to experience new career growth and the joy of helping others? Come join our team. SERVPRO® offers the satisfaction of helping those who need it most, along with benefits such as:
- Company paid training and professional development
- Health benefits to include medical, dental and vision
- Holidays and PTO
- 401k
- Team environment with supportive management
As part of one of the largest franchise systems in the country, SERVPRO® of Edina/Eden Prairie is looking for an Intake & Dispatch Agent to join our team. As an Intake & Dispatch Agent, you will be the first point of contact for our customers in their time of need. Your timely and helpful response is the first step in our process to aid in mitigating personal or commercial property loss and/or damage from:
- Water
- Fire
- Mold
- Weather
- Biohazard
Position Summary / Purpose
Answer incoming calls with empathy to retain and grow customers by delivering superior levels of customer service.
Create new job files and ensure the coordination, scheduling and facilitation of timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition.
Secure stakeholder information to assist business development team with the timely intelligence of opportunities with current and future centers of influence.
Principle Duties and Responsibilities
- Answer multi-line phones and handle incoming calls
- Retain and grow customers/clients by exceeding their expectations through timely response, follow-up, empathy, and attention to detail
- Set-up complete and accurate job files for every new lead
- Enter loss into proprietary software system as needed
- Provide support to the internal team by facilitating collaborative relationships
- Work with Operations Managers and their teams in creating high levels of customer satisfaction by ensuring timely communication and resolving issues with customers
- Work with Business Development Manager to assign new stakeholder information to appropriate team members in a timely manner
- Extend customer service to customers, clients, trade partners, and internal team
- Accurately qualify customer losses for timely and efficient delivery of restoration services
- Work with customer and internal team to accurately capture referral sources in a timely manner
- Coordinate scheduling of all First Notice of Loss (FNOLs) during business hours with appropriate managers
- Dispatch and notify associated internal team of new projects and assignments
- Review and ensure the accuracy of data in all software
- Provide friendly, customer-oriented responses to all inquiries
- Communicate customer concerns to management
Additional Duties and Responsibilities
- Assist with maintaining company database
- Perform general office duties, such as drafting correspondence, filing, and creating reports as needed
- Assist with daily housekeeping of the office
- Greet walk-in customers
Salary : $19 - $21
