Customer Service Specialist

Position Overview

At SERVPRO Team Shaw – Ranked #4 Fastest Growing Mid-Market Company in North Texas and #2 Best Place to Work by Dallas Business Journal – we have expanded from one location in 2019 to 30 locations today, experiencing 10x growth in the last three years with plans to double again soon. We are a full turnkey provider offering Water and Fire Emergency Services, Moving and Storage of Contents, Textile Cleaning, and full Reconstruction. Growth opportunities play a key role across our divisions including Commercial Large Loss, Fire Damage Restoration, Reconstruction, and Capital Improvement Projects.

As a Customer Service Specialist, you are the welcoming voice and first point of contact for our customers, ensuring every interaction begins on a positive, professional note. You will efficiently collect and document customer information, address initial inquiries, and coordinate with internal teams for a seamless service experience. Schedule: Monday – Friday, 8:00 AM – 5:00 PM with on-call availability on a rotating basis.

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.