What are the responsibilities and job description for the New Opportunity Specialist position at Southeast Restoration?
Overview
Southeast Restoration Group (SRG), a faith-based company, is seeking a compassionate, customer-focused, and detail-oriented NOC Specialist to serve as the first point of contact for customers during some of the most stressful moments of their lives.
As a member of our New Opportunity Center (NOC), you will play a critical role in creating an exceptional first impression for SRG. Whether a customer is experiencing water damage, fire damage, storm loss, or another property emergency, you will be the calming voice that listens, gathers critical information, and helps guide them through the next steps of the restoration process.
This role requires someone who thrives in a fast-paced environment, enjoys helping people, and can confidently navigate multiple systems while handling incoming calls and opportunity intake. If you are a strong communicator with a heart for service and a passion for creating outstanding customer experiences, we would love to meet you.
Your Impact: Key Responsibilities
Customer Experience & First Response
Serve as the primary point of contact for incoming customer calls and inquiries, creating a positive and reassuring first impression of Southeast Restoration Group.
New Opportunity Intake
Gather detailed information from customers and referral sources using established intake procedures. Ensure all required information is collected accurately and completely to support efficient project initiation.
Multi-Line Phone Management
Answer and manage incoming calls during business hours while maintaining professionalism, empathy, and responsiveness during high-volume periods.
Systems & Documentation
Accurately enter and maintain information across multiple platforms including PSA, Proven CRM, Podium, and various Third-Party Administrator (TPA) systems such as Contractor Connection and other insurance-related portals.
Coordination & Communication
Work closely with branch locations, operations teams, project managers, and other internal stakeholders to ensure opportunities are routed appropriately and customers receive timely follow-up.
Customer Guidance & Support
Help customers understand the restoration process and next steps while providing reassurance and clear communication during what can often be a stressful situation.
Problem Resolution
Identify missing information, clarify customer needs, and proactively resolve intake-related issues to ensure a seamless customer experience.
Team Collaboration
Partner with fellow NOC team members and location personnel to maintain service excellence, support workload balancing, and contribute to continuous process improvement.
Qualifications
Education
- High School Diploma or equivalent required
Experience
- 2 years of customer service, administrative support, call center, intake coordination, dispatch, or related experience preferred
- Experience operating a multi-line phone system strongly preferred
- Restoration industry experience is a plus but not required
- Experience working in insurance, property services, customer care, hospitality, retail, healthcare, or other customer-focused industries is highly valued
Technical Skills
- Strong computer proficiency and ability to navigate multiple systems simultaneously
- Experience with CRM, customer service, scheduling, or project management software preferred
- Proficiency with Microsoft Office applications
- Strong data entry accuracy and attention to detail
Knowledge, Skills & Abilities
- Exceptional customer service and communication skills
- Ability to remain calm, patient, and compassionate in challenging situations
- Strong multitasking and organizational abilities
- Ability to manage a high volume of calls and tasks while maintaining accuracy
- Excellent listening and problem-solving skills
- Ability to work independently in a remote environment while remaining highly engaged with the team
- Commitment to serving others with professionalism, empathy, and integrity
Benefits
- Competitive Compensation Package
- Full Health Benefits: Medical, Dental, Vision, Short-Term Disability, Long-Term Disability, and Voluntary Life
- Safe Harbor 401(k) with up to 4% Company Match
- Paid Time Off Package Including Your Birthday Off Every Year
- 5 Paid Mission Trip Days
- Opportunities for Professional Development and Growth
- Remote Work Environment
- Opportunity to Make a Meaningful Impact in a Growing, Faith-Driven Company