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!

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