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Customer Service Technician – Water Mitigation
Summary
The Customer Service Technician – Water Mitigation plays a critical role in delivering timely, compassionate, and professional service to customers affected by water damage. This field-focused position centers on managing referral-based leads, conducting property inspections, and guiding homeowners through every step of the mitigation process with clarity and empathy. The ideal candidate is a self-driven technician who excels in high-pressure environments, builds trust quickly, and prioritizes customer satisfaction and job accuracy. With a strong emphasis on performance and growth, this role offers a clear path to higher earnings, leadership opportunities, and long-term career advancement within a rapidly expanding restoration company. The position is ideal for individuals with field service experience in mitigation, plumbing, construction, or related trades who are passionate about service and problem-solving.
Responsibilities
- Manage end-to-end customer experience for water mitigation jobs, from initial contact to job completion
- Run referral-based leads with a customer-first mindset
- Conduct thorough property inspections to assess damage and determine mitigation needs
- Clearly explain the mitigation process, timelines, and next steps to customers
- Build trust and rapport with homeowners, property managers, and referral partners
- Address customer concerns and objections with empathy and professionalism
- Secure signed work authorizations to enable job production
- Maintain consistent, positive communication throughout the job lifecycle
- Coordinate seamlessly with internal operations and field teams after the sale
- Provide timely follow-up and feedback to ensure customer satisfaction
- Participate in on-call rotation (approximately ${oncalldayspermonth} days per month)
- Support company expansion into new markets through consistent, high-quality performance
Requirements
Requirements:
- Solid understanding of property damage and repair processes
- Proven ability to communicate clearly and compassionately during stressful situations
- Confidence in conducting property inspections and identifying mitigation needs
- Strong interpersonal and relationship management skills
- Ability to follow through on commitments and manage multiple tasks efficiently
- Willingness to participate in on-call rotation (approximately 7-12 days per month)
- Self-driven mindset focused on customer satisfaction and job completion
- Experience in water mitigation, restoration, plumbing, HVAC, construction, or field service roles is highly beneficial
- Valid driver’s license and reliable transportation
Note: Leads are abundant and the commissions and bonuses should easily double the salary.Â
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