Customer Service Coordinator

SERVPRO Team Wall - 9695 • Full-time • Sparks Glencoe, MD, US • $23 - $25 / hour • 1w ago

SERVPRO's former Franchise of the Year, Team Wall, is looking for our next great hero!

Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en

About SERVPRO Team Wall:

At SERVPRO Team Wall, we’re more than a restoration company; we’re the first call people make when disaster strikes. Our Customer Service Team plays a vital role in helping customers take their first steps toward recovery. Our success is built by dedicated, detail-oriented professionals who value teamwork, communication, and growth. We’re proud to offer a workplace where your organization, empathy, and commitment to excellent customer service make a lasting impact on both our customers and our team.

Job Summary:
The Customer Service Coordinator is responsible for delivering an exceptional customer experience through phone and email communication while supporting the efficient scheduling, dispatching, and documentation of mitigation and construction services. This role serves as an advanced intake professional, handling complex scheduling scenarios, escalation calls, and specialty client programs. The Customer Service Coordinator ensures accurate job setup, maintains complete documentation across all platforms, and plays a critical role in optimizing lead conversion and revenue. This position also supports after-hours operations through an on-call rotation, provides peer guidance, and assists with operational reporting and project-based initiatives.

Major Duties and Responsibilities

Daily

Preparation
- Be ready to take calls at shift start and remain available throughout the day
- Monitor and manage all incoming leads to ensure timely contact and proper status updates
Intake Calls / Monitor the Unscheduled Leads Dashboard
- Ensure all potential mitigation leads are being contacted and moved to the correct status via the Team Wall Standard Administrative Operating Processes.
- Field all intake calls and gather complete, accurate job information
- Handle escalation calls and provide real-time solutions when needed
Scheduling and Dispatching
- Schedule and dispatch mitigation and estimate appointments
- Optimize crew schedules based on availability, location, and urgency
- Minimize delays and ensure rapid response times
Customer Service
- Provide professional, empathetic communication via phone and email
- Educate customers on the importance of timely mitigation and set clear expectations
Job File Documentation
- Create and maintain accurate job files across all systems
- Document all communication, updates, and required forms (including ATPs)
- Ensure systems are aligned and job statuses are accurate
Organization & Handoff
- Stay organized across all active jobs and scheduling activity
- Provide clear shift handoff notes to ensure continuity

As Needed:

Customer Documentation
- Customer Service Coordinators are responsible for obtaining ATPs from customers via e-sign as needed.
Invoicing
- At times, estimate fees will need to be invoiced via QuickBooks Online. Customer Service Coordinators are directly responsible for entering this information if needed.
Employee Training
- Customer Service Coordinators assist Intake Lead in training new Coordinators via on-the-job training and shadowing opportunities.
Additional Tasks
- Customer Service Coordinators complete tasks as assigned by Intake Manager

Company Benefits:

401k +matching
Medical/Dental/Vision
Generous PTO policy
Training & Development

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.