SERVPRO

• Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience. • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency). • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations. • Answer all incoming phone calls and provide assistance representing SERVPRO franchise community. • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners. • Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises. • Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch to maximize job referrals to qualified SERVPRO franchises. • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction. • Participate in required training, coaching, and process improvement initiatives. • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

• Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience. • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency). • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations. • Answer all incoming phone calls and provides assistance representing SERVPRO franchise community. • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners. • Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises. • Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises. • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction. • Participate in required training, coaching, and process improvement initiatives. • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

• Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency) • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations • Answer all incoming phone calls and provides assistance representing SERVPRO franchise community • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners • Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises • Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction • Participate in required training, coaching, and process improvement initiatives • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

• Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience. • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency). • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations. • Answer all incoming phone calls and provides assistance representing SERVPRO franchise community. • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners. • Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises. • Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises. • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction. • Participate in required training, coaching, and process improvement initiatives. • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

• A Customer Care Specialist in the SERVPRO National Call Center is a frontline, revenue-enabling role. • This position serves as the critical link between customers experiencing property emergencies and qualified SERVPRO franchisees across North America. • Operating in a 24/7, high-volume, and surge-driven environment, this role goes beyond answering calls. • Customer Care Specialists act upon revenue-generating opportunities, capture and qualify urgent job leads, and make real-time dispatch decisions that directly impact customer experience, franchise success, and company performance. • This role requires sound judgment, accountability, exceptional communication skills, and the ability to remain adaptable during high-stress events such as major storm responses. • Flexibility is essential, including availability for overtime and holidays as business needs demand, especially during storm-related weather events. • Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience. • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency). • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations. • Answer all incoming phone calls and provides assistance representing SERVPRO franchise community. • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners. • Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises. • Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises. • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction. • Participate in required training, coaching, and process improvement initiatives. • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

• Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience. • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency). • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations. • Answer all incoming phone calls and provides assistance representing SERVPRO franchise community. • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners. • Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises. • Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises. • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction. • Participate in required training, coaching, and process improvement initiatives. • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

• Actively and consistently supports all efforts to simplify and enhance the franchise/customer experience. • Professionally manage high volumes of inbound and outbound calls while maintaining established performance metrics (service level, accuracy, and efficiency). • Serve as a knowledgeable representative of the SERVPRO franchise network, ensuring customers feel supported during urgent and stressful situations. • Answer all incoming phone calls and provides assistance representing SERVPRO franchise community. • Capture all required job details with precision to ensure leads are immediately actionable for franchise partners. • Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO franchises. • Timely dispatches job leads based on necessary criteria including, but not limited to, franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO franchises. • Strive for first-call resolution whenever possible to drive customer confidence and satisfaction. • Participate in required training, coaching, and process improvement initiatives. • Provide surge coverage during large-scale weather and catastrophe events, ensuring uninterrupted 24/7 service delivery.

• Work as a liaison for the customer to identify project requirements and specifications • Administer and organize projects and support teammates • Responsible for clear and efficient project communication with the customer and project stakeholders • Daily project(s) oversight to include monitoring status, audit, and work-in-progress • Create preliminary estimate using estimating software • Review and validate job site documentation • Work closely with Project Managers to ensure thorough and accurate project documentation from beginning to end • Collaborate and assist with other departments, as needed

• Lead the audit and final review of job files to ensure accuracy, completeness, and full compliance with carrier and TPA standards. • Oversee WIP job file management, audit readiness, and file lifecycle performance. • Identify discrepancies, mitigate risk, and ensure proper documentation standards are met. • Serve as a subject matter expert on file quality, compliance, and best practices. • Collaborate with estimators, project managers, and leadership to improve file quality and workflow efficiency. • Drive continuous improvement in QA processes, turnaround times, and audit success rates. • Support escalations and complex file reviews.

• Assist Production Manager with supervising production crews and jobs according to SERVPRO® procedures. • Keep Production Manager updated on production, as appropriate. • Coordinate requirements for the job, complete job files, supervise production operations and monitor jobs from start to finish. • Resolve problems quickly as they arise. • Perform production work as needed. • Provide and communicate clear and accurate pretesting, scoping of services, and job estimates. • Monitor and follow up on all assigned jobs ensuring customer needs are met. • Communicate and establish rapport with commercial and residential customers. • Ensure scope sheets, pictures, and supporting documents are submitted for entry into the estimating database. • Adhere to franchise established pricing schedule. • Discuss any alterations or deviations from franchise pricing schedule with Production Manager. • Ensure all personnel reports to jobsite as scheduled. • Coordinate production and assign tasks to Crew Chiefs and Technicians. • Confirm that the staging area and equipment for each job are set up properly.