Customer Solutions Coordinator

At SERVPRO of Wilson County, we believe that a strong, supportive team is the foundation of exceptional service. As our Customer Solutions Coordinator team member, you’ll be the welcoming voice and organizational heartbeat of our office. You’ll play a key role in creating smooth operations, delivering outstanding customer experiences, and supporting a team that values collaboration, positivity, and growth.

If you enjoy helping people, staying organized, and being part of a workplace where your contributions truly matter, this is a great opportunity to shine.

What You’ll Do

Customer Service

· Receive and enter lead calls and job referrals (FNOL)

· Deliver excellent customer service with every interaction.

· Answer incoming phone calls with professionalism and warmth.

Dispatch & Follow-Up

· Use industry expertise to identify, capture, and convert direct leads, ensuring efficient qualification and timely dispatch to the appropriate teams.

· Track pending leads and ensures timely follow-up.

· Review and analyze dispatch reports to support workflow efficiency.

Schedule Coordination

· Coordinate the production schedule and monitor daily logistics.

· Maintain and communicate the on-call schedule.

Estimating Support

· Coordinate estimate appointments and scheduling.

· Send approved initial estimates to customers and internal team members.

· Maintain and update proprietary work platforms daily with accurate, customer-specific information to ensure seamless operations and communication.

· Print pre-estimates and reactivate scheduled jobs as needed.

· Conduct estimate follow-up by contacting customers, confirming receipt of estimates, answering basic questions, documenting all communication, and ensuring timely next steps.

General Office Administration

· Send required documents to customers for signature and upload completed forms to job files.

· Maintain the WIP dashboard and support the office in meeting key performance metrics.

· Assist with general administrative tasks to keep the office running smoothly.

What You Bring

· Minimum of two years of business or administrative experience.

· Strong working knowledge of current business software and technology.

· Excellent customer service, communication, and organizational skills.

· Experience in commercial cleaning, restoration, or insurance is a plus.

Education

· High school diploma or GED required.

· Associate or bachelor’s degree preferred.

Why You’ll Love Working Here

At ServPro of Wilson County, we take pride in creating a workplace where people feel supported, appreciated, and empowered to grow. We value teamwork, open communication, and a positive environment where everyone contributes to our success. You’ll join a group of professionals who work hard, help each other, and celebrate progress together.