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
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