Content & Textile Restoration Client Care Representative Location:

10851 Capital Street, Oak Park, Michigan 48237

Job Type:

Full-Time Starting Pay:

$18.00/

Hour Schedule:

Monday 8:30 am-5:00 pm & Rotational Scheduled Saturday's On Call Once Training is Complete. Company Overview CRDN (Certified Restoration Drycleaning Network) of Michigan and Northwest Ohio is a trusted provider of specialty restoration services for homes and businesses affected by disaster. Partnering with insurance companies, contractors, homeowners, CRDN specializes in the restoration of textiles, electronics, art, and full contents of homes and businesses. With a focus on care, speed, and professional results, CRDN assists families and businesses recover more of what matters following a loss. Certified technicians use advanced techniques and industry-standard protocols to ensure items are restored safely and efficiently. Position Overview We are seeking a friendly, detail-oriented, and dependable Customer Service Representative to join our restoration team, As the first point of contact for clients experiencing contents related damage, you will play a critical role in providing compassionate service, clear communication, and efficient administrative support. This position involves handling inbound calls, coordinating service appointments, supporting field technicians, and assisting project documentation and insurance communications. Essential Duties and Responsibilities Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Serve as a primary point of contact for customers throughout the restoration process. Answer incoming telephone calls, emails, and customer inquiries promptly and professionally. Schedule customer appointments, pickups, deliveries, inspections, and other services. Communicate service updates, timelines, and expectations to customers. Maintain accurate customer and job information within company systems. Open, update, and close customer/job files as directed. Coordinate with field technicians, contents personnel, production, routing, sales, and management to ensure customer needs are addressed. Monitor the status of jobs and follow up on outstanding items. Document customer communications, requests, concerns, and resolutions. Assist customers with questions regarding services, scheduling, job status, and next steps. Handle customer concerns and complaints professionally, escalating issues to management when appropriate. Communicate with insurance companies, adjusters, property managers, and other business partners as needed. Assist with obtaining required documentation, approvals, signatures, and other job-related information. Process and maintain paperwork and electronic records accurately and timely. Assist with invoicing, payment information, and other administrative tasks as assigned. Maintain confidentiality of customer, employee, insurance, and company information. Follow CRDN policies, procedures, and customer service standards. Perform other duties and responsibilities as assigned by management. Customer Service Expectations The Customer Service Representative is expected to: Provide courteous, professional, and timely communication. Demonstrate empathy and patience when assisting customers experiencing property loss or damage. Take ownership of customer issues and work toward appropriate resolution. Maintain a positive and professional attitude when dealing with customers and coworkers. Follow through on commitments and return calls or messages promptly. Protect confidential customer and company information. Represent CRDN professionally in all communications. Qualifications High school diploma or equivalent required. Previous customer service, call center, administrative, insurance, restoration, or related experience preferred. Strong verbal and written communication skills. Strong organizational and time-management skills. Excellent attention to detail and follow-through. Ability to prioritize and manage multiple tasks simultaneously. Proficiency with Microsoft Office and general computer applications. Ability to learn and effectively use company-specific software and systems. Professional telephone and email etiquette. Ability to work independently while also functioning effectively as part of a team. Ability to remain professional and composed in a fast-paced environment. Physical and Work Requirements Ability to sit, stand, walk, and move throughout the office as needed. Ability to use a computer, telephone, and other standard office equipment for extended periods. Ability to communicate effectively in person, by telephone, and electronically. Ability to occasionally lift or move office materials and supplies. Regular and reliable attendance is required. Core Competencies Customer Focus Communication Organization Attention to Detail Problem Solving Accountability Teamwork Professionalism Adaptability Time Management Work Environment This position is primarily performed in an office environment and may involve frequent interaction with customers, insurance representatives, vendors, field personnel, and other employees. The position may require the ability to work in a fast-paced environment and respond effectively to changing priorities.

AAP/EEO Statement :

The company provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, age, sexual orientation, national origin, disability, veteran status, or any other characteristics protected by state, federal, or local law.

Job Type:

Full-time Pay:

From $18.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Referral program Vision insurance Ability to

Commute:

Oak Park, MI 48237 (Required)

Work Location:

In person