Customer Service Representative — True Restore
Location: Orem, UT Markets: Boise, Salt Lake City, St. George, and future markets as True Restore expands Schedule: 40h Pay: $16–$25 DOE Reports to: Office Manager
About Us
True Restore is a residential disaster cleanup company, focusing on flood, fire, mold, & trauma. We work fast, we work relationship-first, and we don't outsource our voice to a call center. When a plumber, partner, or homeowner reaches out, the person on the other end of the line represents the company, and is the first point of contact.
The Role
You are one of the first voices a homeowner or partner hears from True Restore. This role fields calls across all of our markets — Boise, Salt Lake City, St. George, and any future locations — not just one local territory. Leads and calls come in from multiple directions — plumbers, property managers, insurance adjusters, insurance agents, salespeople, and homeowners themselves. Your job is to get homeowners on the phone fast, explain who we are and why we're calling, confirm the details, and get them scheduled with a clear ETA.
This role exists to take on the volume of outbound calls, inbound calls, and profile work currently handled by the Office Manager, so that role can focus on managing the office and this team. You'll report directly to the Office Manager, who will still dispatch and build profiles at times but is shifting toward oversight and other administrative duties.
This is not a script-reading, ticket-closing call center job. We are referred because our partners trust how we handle their customers, and homeowners who are stressed and need someone competent and calm on the phone.
What You'll Actually Do
Outbound
- Monitor internal chat channels (WhatsApp, Slack) for incoming leads from our team of marketers, and other referral sources
- Confirm ETA with the assigned Project Manager or Team Lead before contacting the customer
- Call the customer promptly — target within 10 minutes of lead receipt
- Introduce yourself and the brand, state clearly who referred them, what we do, and confirm the ETA
- Make follow-up calls as needed
Inbound
- Field inbound calls directly — this role is a primary phone line for the company, not a backup. Callers include plumbers, property managers, insurance adjusters, insurance agents, salespeople, and homeowners
- Represent True Restore as the first voice callers hear; know enough to route or resolve without bouncing the caller around
Profiles & Records
- Build customer profiles in the company CRM (JobNimbus) accurately and immediately after intake
- Audit profiles built by others (a recurring night/weekend responsibility) to catch and correct errors before they compound downstream
- Log customer notes onto the office whiteboard so the Team Lead has what's needed to build the day's route
- Ensure all inspections are followed up with job status updates (inspection, scope, next steps), and that those notes make it into both JobNimbus and the whiteboard
- Ensure all leads in are contacted — follow up with repeat calls if the customer doesn't answer
- Escalate anything outside standard process — unusual jobs, upset customers, unclear scope — to your manager, or the marketer involved on that job if there is one
- Maintain clean records; a job isn't "done" in the system until the profile reflects reality
What Success Looks Like
- No missed calls
- For outbound calls, homeowners are contacted within 10 minutes, and ETAs clearly communicated and confirmed
- JobNimbus profiles are accurate and current, with no chasing needed later
- Internal chat threads show a clean, complete record: lead in, customer contacted, ETA given, status relayed
What We're Looking For
- Comfortable on the phone with strangers, often in stressful situations — calm, clear, and reassuring
- Prior experience with multi-line phone systems, managing several live calls without dropping the thread on any of them
- Strong written communication for chat-based coordination (WhatsApp, Slack, SMS)
- Organized and detail-accurate; this role touches real addresses, phone numbers, and job scope with no room for transcription errors
- Able to move fast without cutting corners — this is a speed-and-accuracy role, not one or the other
- Basic comfort with CRM/PM software (JobNimbus experience a plus, not required)
- Bilingual (English/Spanish) a plus
- Reliable and self-directed during your shift; you may be the only dispatcher on at a given time
- Discretion — you'll have access to customer and partner information and are expected to treat it accordingly
Schedule & Compensation
- Hours: 40h; 9:00a–5:00p during training, then likely shifted backward to cover up to 8:00p
- Pay: $16–$25 DOE
Pay: $16.00 - $25.00 per hour
Benefits:
- Paid time off
- Parental leave
- Referral program
Work Location: In person
