Customer Service Coordinator
PuroClean
Position Summary
PuroClean is seeking a compassionate, organized, and customer-focused Customer Service Coordinator to serve as the first point of contact for homeowners, insurance agents, adjusters, vendors, and business partners.
This position is much more than answering phones. The Customer Service Coordinator plays a vital role in helping families during emergencies, coordinating communication between customers and our restoration team, managing job information within our CRM, supporting the estimating process, and ensuring every customer receives an exceptional experience from the first phone call through project completion.
The ideal candidate is calm under pressure, highly organized, professional, and enjoys helping people during some of the most stressful moments of their lives.
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Key Responsibilities
Customer Service
· Answer incoming phone calls with professionalism, empathy, and urgency.
· Respond promptly to customer inquiries by phone, email, and text.
· Provide homeowners with information regarding PuroClean services and the restoration process.
· Schedule inspections, estimate appointments, and emergency service calls.
· Follow up with customers throughout the life of each project to ensure satisfaction.
· Assist in resolving customer concerns while maintaining a positive customer experience.
Office & CRM Management
· Create and maintain accurate customer records within the CRM.
· Enter new losses, update job notes, assign tasks, and manage follow-up reminders.
· Maintain organized electronic job files and documentation.
· Monitor daily schedules and coordinate technician appointments.
· Assist with reporting and administrative projects as assigned.
Insurance & Estimate Support
· Communicate professionally with insurance agents, adjusters, and property managers.
· Assist with estimate scheduling and status updates.
· Help collect documentation required for insurance claims.
· Coordinate communication between customers, estimators, and project managers.
Customer Communication
· Conduct outbound calls to confirm appointments and provide project updates.
· Request customer reviews upon project completion.
· Maintain consistent communication throughout each project.
· Demonstrate empathy and professionalism during emergency situations.
Marketing & Business Development Support
· Assist with maintaining insurance agent and referral partner information within the CRM.
· Support Lunch & Learns, networking events, and community outreach activities.
· Prepare marketing materials and follow-up communications.
· Help track referrals and customer satisfaction initiatives.
Administrative Responsibilities
· Process customer payments accurately and securely.
· Assist with office organization and supply management.
· Prepare documents, reports, and correspondence using Microsoft Office.
· Support additional administrative duties as assigned.
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Qualifications
· Excellent verbal and written communication skills.
· Professional and compassionate telephone etiquette.
· Strong organizational and time management skills.
· Ability to multitask in a fast-paced environment.
· Proficiency with Microsoft Office (Word, Excel, Outlook).
· Comfortable learning CRM software and other office technology.
· Accurate data entry and documentation skills.
· Strong attention to detail.
· Positive attitude and team-oriented mindset.
· Ability to remain calm during emergency situations.
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Preferred Qualifications
· Previous customer service or administrative experience.
· Experience working in the restoration, construction, insurance, or service industry.
· Familiarity with CRM software.
· Experience handling multiple phone lines.
· Knowledge of scheduling and office coordination.
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What We’re Looking For
The ideal team member is someone who:
· Loves helping people.
· Builds relationships naturally.
· Communicates with kindness and confidence.
· Thrives in a fast-paced environment.
· Takes pride in staying organized.
· Represents the PuroClean brand with professionalism and integrity.
· Understands that every phone call may come from someone experiencing one of the worst days of their life.
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Why Join PuroClean of the Tri-Cities?
At PuroClean, we don’t just restore property—we restore peace of mind. Every member of our team plays an important role in helping families and businesses recover after unexpected disasters. If you’re looking for meaningful work where compassion, teamwork, and service matter, we’d love to meet you.
Pay: From $20.00 per hour
Benefits:
Work Location: In person
