Customer Service Representative

Customer Service Representative (Remote) Role Overview You will serve as the first point of contact for customers experiencing water or fire damage at residential and commercial properties. You'll handle inbound calls, provide calm and empathetic support, collect key incident details, and ensure accurate documentation before warm-transferring calls to the appropriate internal team for immediate action. This is a high-responsibility, customer-facing role where accuracy, empathy, reliability, and technical proficiency are critical. Key Responsibilities Answer inbound emergency service calls in a fast-paced, high-volume support environment Communicate calmly and professionally with distressed customers Collect and record key details (contact info, location, damage type, severity, etc.) Accurately input data into CRM/ERP systems in real time, including double/triple entry across multiple systems as required by workflow Warm transfer calls to the appropriate department with complete context Follow scripts, workflows, and call handling procedures Navigate multiple software systems simultaneously while staying engaged on live calls Requirements Excellent spoken and written English (clear, neutral accent preferred) Strong customer service and communication skills Ability to stay calm and professional under pressure High attention to detail and accuracy in data entry, including multi-step/double or triple entry workflows Reliable attendance and consistent work history Comfortable usin