Position Summary / Purpose

Provide great customer service by handling calls in a professional manner. Essential information is captured to coordinate the timely delivery of restoration services.

Record accurate data to enhance the business development team and certify Customer Relationship Management (CRM) software can be used to facilitate revenue growth.

Support assigned business development team members by assisting in communication, account proposals, and marketing material.

Grow and develop customer base by identifying and cultivating relationships with agents in assigned territory.

Principle Duties and Responsibilities 

Intake and Dispatch, Communicating with stakeholders and our service lines

• Answer multi-line phones and handle incoming calls. Efficient in Spanish speaking/writing is a plus.
• Retain and grow customers/clients by exceeding their expectations through timely response, follow-up, empathy, and attention to detail
• Extend customer service to customers, clients, trade partners, and internal team
• Communicate with customers; set realistic expectations
• 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 incoming jobs with Mitigation Project Manager or Project Director
• Ensure leads are dispatched and internal team members are notified of projects and assignments

Data collection and analysis, how we make decisions

• Review and ensure the accuracy of data in all software programs
• Identify stakeholders not captured in our CRM system and communicate opportunity and assignment to business development team member
• Capture accurate and timely CRM data
• Capture Search Engine Optimization (SEO) leads and update DASH
• Maintain customer contact database
• Enter expenses into CRM to track return on investment (ROI)

Marketing Support, learning and assisting the outside team

• Work with assigned Key Accounts Managers (KAMs) to communicate with customers and Centers of Influence (COIs)
• Help KAMs by completing commercial account proposals
• Make sure marketing materials are compliant and posted to website
• Compile photos to assist in creating brag book marketing materials
• Support all divisions to solicit exemplary online reviews
• Help with scheduling and attending marketing events

Sales

• Prepare plan by COI for route sales
• Generate company leads by completing professional route sales calls in assigned territory
• Inspect new losses you generate with Mitigation Project Manager and/or Project Director
• Document route sales activities in CRM

Additional Duties and Responsibilities

• Attend departmental and company meetings as required.
• Participate in trade shows, industry and community organizations as required.
• Continuous development of industry acumen.
• Continuous development of selling and technical skills.

Working Relationships and Scope

• Works with Inside Sales Manager on day-to-day status of call volume and performance
• Works with Operations team to ensure projects initial communication and onsite cycle times are met
• Works with Office team to make sure all job file information is accurately captured
• Communicates with Business Development on business opportunities

Performance Competencies

• Relationship Development – Effectively builds social and professional Brings value to partners and maintains appropriate contact
• Integrity – Iron Does not cut corners. Does what is right, even when it means taking a stand. Earns trust of co-workers. Intellectually honest. Not politically expedient.
• Oral Communication – the individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one, small and large group Adaptable and able to think on their feet.
• Written Communication – Writes clear, precise, well organized letters, proposals and The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar. Is familiar with the structure and content for business procedures.
• Team Building – Achieves cohesion and effective team spirit with co-workers. Sustains a climate characterized by open, honest relationships where differences are constructively addressed rather than ignored, suppressed, or Treats all co-workers fairly. Shares credit.
• Planning & Organizing – Plans, organizes, schedules and budgets in an efficient and productive manner. Focuses on key Effectively juggles multiple projects. Coordinates plans with other team members, managers and executives. Manages personal time well.
• Judgment and Decision-Making - Applies a mature approach to decision-making. Demonstrates consistent logic. Anticipates consequences of decisions.
• Dependability – the individual is consistently at work and on time, follows instructions, meets deadlines, responds to management direction and solicits feedback to improve
• Technology – the individual uses typical communication devices to effectively speed communication and appropriately utilizes company-approved, customer contact management, standard word processing, spreadsheet and PowerPoint software tools to enhance efficiency and accuracy of work performed.

Qualifications - Knowledge, Skills and Abilities

• Education and Experience – Degree in marketing or related field, or equivalent experience. Telephony experience a plus
• Multitasking skills
• Calm in stressful situations
• Excellent verbal and written communication skills
• Ability to work in a team environment, coachable
• Adequate math skills
• Computer skills – Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Office, Word, and Excel. Catches on to new technology quickly
• Listening skills – Effective in receiving feedback and input from customers and employees, probing for additional information or unspoken issues and providing a timely response
• Certificates, Licenses and Registration - None required for this position

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds

Working Conditions

• This work of this position is predominantly carried out in an office environment and/or remotely, at times on site at a customer or prospect’s business location. Travel by car is expected.
• Noise level in the work environment is usually quiet, except at times of job site visits, in which case noise level could be moderate to high.
• Occasional exposure to the shop where vehicles and equipment are housed and maintained is expected.

Availability/After hours/On call

• SERVPRO is a 24/7 service provider. During times of heavy call volume due to storm events, we expect the team members to be available for all intake and dispatch needs of the company.
• Must be able to field phone calls after 5 PM. This will be a rotating on-call schedule within the team.