Restoration Customer Service Technician

Job Description

Job Description

Position Title : Restoration Customer Service Representative (CSR)

Compensation : Hourly

Reports to : Customer Service Specialist Supervisor and General Manager

General Purpose : Travels to job site and interacts with customers, inventories, packages and loads incoming restoration items (Pack-out). Assists in the restoration and re-packing process of all goods removed from the home (contents) at the warehouse to prepare items for final delivery and delivers items back to home once the restoration process is complete (Pack back). Accurately records all necessary information on the proper forms and into the computer system / or iPad to meet all customer requirements and service standards.

Essential Duties and Responsibilities : Include the following. Other duties may be assigned.

All duties and responsibilities are to be performed with a high level of integrity, always treating people with respect and supporting the organization’s values.

• Travels to and interacts with homeowners in a friendly, caring and professional manner.
• Picks-up contents items for restoration, correctly following all procedures and guidelines.
• Inventories, sorts, packages all contents at the home while noting specialty items.
• Properly identifies and evaluates what items should be returned for restoration.
• Correctly labels packages and returns them as directed for processing.
• Audits delivery after pack-out and when returning to shop to ensure “no inventoried items were left behind”
• Ensures compliance to all program job requirements and time stamps, as appropriate.
• Works effectively with other service providers, adjusters and insurance representatives at the job site.
• Delivers all completed orders to the proper room and re-hangs window treatments when necessary. Gets satisfaction slip signed and immediately informs their manager of shortages or customer complaints.
• Informs production manager of rush return schedules and or regular orders to meet program time lines and TIP.
• Assumes responsibility for designated components of the job, from start to finish.
• Communicates with their manager during the course of the day.
• Communicates with Sales for Follow-up with the adjustors or contractors unless the situation presents itself necessary to handle immediately.
• Keeps exterior and interior of company vehicles clean and orderly and lets management know of any mechanical needs or shortages of equipment or tools.
• Meets as needed with their manager.
• Maintains a neat and professional appearance as a CRDN representative

Competency : To perform this job successfully, an individual should consistently demonstrate the following competencies.

Computer and Software Requirements :

Disclaimer : This job description in no way states or implies that these are the only duties to be performed by the incumbent. The employee will be required to follow any other job-related instructions and to perform any other reasonable duties requested by any person authorized to give instructions or assignments. To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other that an “at will” relationship.