Customer Service Coordinator

Job DescriptionJob DescriptionSERVPRO'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, were more than a restoration company; were 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.

Were 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

PreparationBe ready to take calls at shift start and remain available throughout the dayMonitor and manage all incoming leads to ensure timely contact and proper status updatesIntake Calls / Monitor the Unscheduled Leads DashboardEnsure 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 informationHandle escalation calls and provide real-time solutions when neededScheduling and DispatchingSchedule and dispatch mitigation and estimate appointmentsOptimize crew schedules based on availability, location, and urgencyMinimize delays and ensure rapid response timesCustomer ServiceProvide professional, empathetic communication via phone and emailEducate customers on the importance of timely mitigation and set clear expectationsJob File DocumentationCreate and maintain accurate job files across all systemsDocument all communication, updates, and required forms (including ATPs)Ensure systems are aligned and job statuses are accurateOrganization & HandoffStay organized across all active jobs and scheduling activityProvide clear shift handoff notes to ensure continuityAs Needed:

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

Company Benefits:

401k +matchingMedical/Dental/VisionGenerous PTO policyTraining & Development