Customer Service Specialist

SERVPRO Team Shaw - Ranked #4 Fastest Growing Mid-Market Company in North Texas and #2 Best Place to Work by Dallas Business Journal

SERVPRO Team Shaw is one of the largest SERVPROs in Texas and has grown from one location in 2019 to 30 locations today. We have grown 10x in the last three years and are looking to double again in the near future. We are a full turnkey provider for our customers—offering everything from Water and Fire Emergency Services to Moving and Storage of Contents, Textile Cleaning, and full Reconstruction.

Growth opportunities can arise through any of the above-mentioned divisions, as well as through specializations in Commercial Large Loss, Fire Damage Restoration, Reconstruction, and Capital Improvement Projects. If you have a sense of urgency and want to grow with a company that has seen 10x growth over the last few years, look no further and apply today!

As a Customer Service Specialist, you are the welcoming voice and first point of contact for our customers. You represent our commitment to excellence by ensuring every interaction begins on a positive, professional note. In this role, you will efficiently collect and document customer information, address initial inquiries, and coordinate with internal teams to ensure a smooth and responsive service experience.

Key Responsibilities

• Customer Engagement: Greet customers in a courteous, friendly, and professional manner via phone, email, chat, or in-person.
• Information Management: Accurately collect and verify customer information, determine service needs, and document all relevant details in company systems.
• Issue Resolution: Provide basic information regarding services, scheduling, or billing, and route complex inquiries to the appropriate department.
• Scheduling & Coordination: Work closely with project managers and field teams to schedule appointments, dispatch technicians, and confirm service timelines.
• Documentation & Data Entry: Maintain accurate and organized customer records, ensuring all communications and transactions are properly logged.
• Follow-Up: Conduct follow-up calls or emails to confirm satisfaction and ensure any pending issues are fully resolved.
• Escalation Management: Identify priority or high-impact customer issues and escalate them to leadership for timely resolution.
• Professionalism: Maintain confidentiality and professionalism when handling sensitive information across departments.

Schedule:

Monday – Friday, 8:00 AM – 5:00 PM

As part of our commitment to exceptional service, this position requires on-call availability for after-hours customer support on a rotating basis

Qualifications

Qualifications

Required:

• High school diploma or equivalent
• 1 years of experience in customer service, administrative support, or call center operations
• Strong verbal and written communication skills
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
• Excellent organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Professional phone etiquette and interpersonal skills
• Ability to pass a background check

Preferred:

• Previous experience in restoration, construction, or insurance industries
• Familiarity with CRM or job-tracking software
• Experience with scheduling, dispatching, or billing
• Bilingual (English/Spanish)

Benefits

• Medical, Dental, Vision
• Paid Time Off
• Sick Paid Time Off
• Matching 401(k)
• Competitive Compensation
• Personal Development Opportunities
• Personal Development Opportunities