Wright Way Cleaning & Restoration, Inc. has been a leader in the water damage and restoration industry, proudly serving the community with excellence. We are looking for a dedicated Customer Service Representative (CSR) to be a key point of contact for our clients. In this role, you will handle inbound inquiries, schedule appointments, and ensure a seamless customer experience from start to finish. You'll work closely with our office team and our field technicians to deliver top-quality service. If you are passionate about customer care and thrive in a dynamic environment, we’d love for you to join our team!

Key Responsibilities:

• Customer Engagement: Communicate with customers via phone, email, and text to address inquiries, schedule appointments, and provide information about our services.
• Job Scheduling: Use our CRM platform to manage customer accounts, book services, and track the progress of water mitigation, mold remediation, and reconstruction projects.
• Dispatching: Coordinate with field teams to ensure timely and efficient service delivery. Participate in an on-call rotation to handle emergency dispatches.
• Upselling & Lead Generation: Assist in driving business by recommending additional services and generating leads through outbound calls.
• Basic Industry Knowledge: Learn and apply essential water damage, mold remediation, and restoration concepts to assist customers with common questions and provide accurate information.
• Cross-Team Collaboration: Work closely with field teams, project managers, and other office staff to support smooth operations and excellent customer service.

Requirements:

• Communication Skills: Strong verbal and written communication abilities, with a customer-first attitude.
• Multi-tasking & Organization: Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experience & Education: High school diploma (or equivalent) with 3+ years of customer service experience, preferably in the restoration or related industry.
• Availability: Monday-Friday, 7:30 AM - 4:00 PM, with on-call responsibilities one evening per week and occasional weekend shifts.
• CRM Software Experience: Familiarity with customer management platforms (experience with Service Titan or similar systems is a plus).

Benefits:

• Compensation: Competitive salary based on experience, industry knowledge, and CRM expertise.
• Employee Ownership: Opportunity to be part of an employee-owned company with a supportive and collaborative work culture.
• Benefits Package: Comprehensive benefits package, including medical, dental, and vision insurance, mileage reimbursement, paid time off, and employee ownership.