Job Details

Overview

Job Title: Restoration Customer Experience Representative

Department: Operations / Customer Experience

Reports To: Regional Operations Managers

Job Type: Full-Time | On-site

Position Overview: We are seeking a dedicated and detail-oriented Customer Experience Representative (CER) to serve as the first point of contact for clients dealing with property damage due to fire, water, or storm events. The CER plays a vital role in supporting our restoration team by providing exceptional customer service, coordinating project logistics, and ensuring timely communication between clients, field technicians, and insurance partners.

Responsibilities

• Respond promptly and professionally to inbound calls, emails, and online inquiries.
• Lead customer resolution efforts including customer complaints, questions, and/or escalated concerns with empathy, courtesy and professionalism.
• Communicate with Operations for assisting with schedules, inspections, job start dates, and follow-up visits with customers and technicians.
• Serve as a liaison between clients, insurance adjusters, and internal teams.
• Maintain accurate job records in CRM/project management systems (PSA, RestorNet, Xactimate, etc.).
• Provide timely updates to customers on project status and answer any questions related to the restoration process.
• Follow up with customers both pre and post-completion to ensure satisfaction and gather feedback, and encourage survey participation/google review.
• Collaborate with the production team to meet project timelines and customer expectations.
• Address complaints or escalated concerns with empathy and professionalism.
• Perform general administrative duties as needed, including filing, data entry, and reporting.

Skills

• Strong verbal and written communication.
• Excellent organizational and time management skills.
• Proficient with Microsoft Office Suite and CRM software.
• Ability to manage multiple tasks in a fast-paced environment.
• Calm and empathetic demeanor during high-stress situations.

Qualifications

• Experience: Minimum 1 year in customer service; experience in restoration, insurance, or construction industries preferred.
• Education: High school diploma or equivalent; Associates or Bachelors degree a plus.

Preferred Experience

• Knowledge of restoration insurance claims processes and terminology.
• Familiarity with Xactimate, PSA, or other restoration management software.
• Bilingual in English/Spanish is a plus.

Working Conditions

Office environment with occasional field visits or customer site inspections. May involve after-hours or weekend calls depending on job volume.

Team Support Initiatives

1. Set up call forwarding, including extensions, market locations, etc. for properly routing calls vs voicemail.
2. Provide Customer Experience Representative an updated list of contacts, and train on the basic roles and responsibilities of each department.
3. Establish a daily huddle with each Operations Manager for streamlining communication, expedited resolution and collective collaboration as a team.
4. Set up a time to announce the new position, role and overview of functionality across all markets so that everyone is aligned and in sync.

Benefits

• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person