Customer Care Specialist

Job Description

Job Description

Benefits :

401(k)

Company car

Competitive salary

Dental insurance

Health insurance

Vision insurance

Position Summary :

The Customer Care Specialist (CCS) serves as the customers primary point of contact from the time a new loss is received until the project moves into production. The CCS ensures clear communication, fast response, and a seamless transition between departments. Acting as the quarterback of the customer experience, this role coordinates between the customer, insurance adjuster, and Paul Davis team members to keep the process moving efficiently and professionally.

Key Responsibilities :

Customer Communication & Experience

• Serve as the customers main point of contact throughout the pre-production phase.
• Reach out to new customers immediately after a loss is received to introduce the company, discuss next steps, and schedule the initial site inspection.
• Maintain regular communication with customers to ensure they understand the process, timelines, and next steps.
• Document all communication in the job management system to ensure accuracy and accountability.
• Provide empathetic, professional support to customers navigating property damage situations.

Project Coordination

• Coordinate with the Mitigation Project Manager within the first 24 hours of a mitigation job being received to discuss the transition plan.
• Communicate with the Reconstruction Estimator / Project Manager to ensure timely job handoff and scheduling.
• Partner with the insurance adjuster, estimator, and internal departments to resolve questions or concerns quickly.
• Track progress and ensure all required documentation, photos, and job notes are updated before a file moves to production.

Internal Collaboration & Process Management

• Act as a liaison between departments to ensure a smooth handoff from Mitigation to Reconstruction.
• Assist in scheduling inspections, site visits, and coordination meetings.
• Proactively identify potential delays or customer concerns and communicate them to leadership.
• Support the overall customer journey by ensuring consistency in messaging, tone, and service delivery.

Qualifications :

• Previous experience in customer service, restoration, construction, or insurance-related industries preferred.
• Strong organizational and communication skills with a focus on follow-through.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency with Microsoft Office, CRM systems, and job management software (Next Gear, Dash, or similar preferred).
• Empathy, professionalism, and problem-solving mindset are essential.

Flexible work from home options available.