Position Title: Customer Service Representative (CSR)
Job Summary:
Are you passionate about delivering exceptional customer experiences and building lasting relationships? As a Customer Service Representative (CSR) at ServiceMaster by McCann, you will be the friendly and professional voice of our company — the first point of contact for clients in their time of need seeking reliable Disaster Restoration and Commercial Cleaning services.
In this dynamic role, you will play a vital part in resolving inquiries, coordinating services, and ensuring every customer feels valued and supported.
You will thrive in a fast-paced environment while upholding our core ServiceMaster Brands values:
· Honor God in All We Do
· Help Our Team Develop
· Build Client Relationships
· Grow Profitably
If you enjoy helping others, solving problems, and contributing to a team that makes a real difference in people’s lives after unexpected events, this is the perfect opportunity for you!
Key Responsibilities
- Deliver outstanding customer service by promptly responding to inquiries through phone, email, chat, and in-person interactions
- Professionally answer incoming calls, assess needs, and efficiently dispatch technicians to provide timely support
- Handle complex customer issues with care and escalate them effectively to the appropriate team members or departments
- Maintain accurate and detailed records of all customer interactions, including thorough documentation of emergency call intake processes
- Provide clear, accurate information about our full range of restoration and cleaning services
- Prepare thoughtful client gifts and coordinate handoff to field technicians to enhance the customer experience
- Manage administrative tasks including filing, mail collection, appointment confirmations for the next day, and creating organized intake files
- Update the On-Call Manager schedule during weekly rotations (every Friday)
- Utilize iCAT software for efficient customer rug tracking and management
- Perform precise data entry in Restore 365 for claim file intake and processing
- Print and organize essential documents such as bonus sheets, on-call schedules, and time-off slips for warehouse use
- Provide supervision and responsive support at the podium as needed
- Assist with CAT Mode operations during high-demand periods
- Prepare personalized employee birthday and anniversary cards to foster a positive team culture
- Send customer satisfaction surveys and follow up to continuously improve service quality
Schedule & On-Call Requirements
- Full-time schedule: 5 days per week, Monday–Friday, 8:00 AM – 5:00 PM
- Participate in the company on-call rotation approximately every 6 weeks (providing valuable additional support during emergencies)
Qualifications and Requirements
- Minimum 2 years of customer service experience in a professional setting
- Minimum 2 years of administrative experience with strong organizational skills
- Excellent time management, prioritization, and multitasking abilities — able to handle multiple tasks with grace under pressure
- Outstanding interpersonal skills with a genuine ability to build strong, trusting relationships with both customers and team members
- Superior communication skills, including clear verbal and written communication, active listening, and proficient typing
- Adaptable and resilient — comfortable thriving in a high-pressure, fast-paced environment
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)
- Positive attitude, strong work ethic, and a customer-first mindset
What We Offer
- Competitive compensation package bases on experience
- Opportunity to make a meaningful impact in your community
- Supportive team environment rooted in strong core values
- Professional development and growth opportunities
- Stable full-time schedule with occasional on-call rotation
Ready to join a company that values integrity, teamwork, and exceptional service? Apply today and become an essential part of the ServiceMaster by McCann family!
Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world-class customer service and convenient access. By joining ServiceMaster, you'll be part of a talented network of employees with a shared vision.
Our environment is a diverse community where successful people work together to achieve common goals.