Some Potential Benefits May Include:
Because Paul Davis is a franchise organization, benefits vary based on franchisee.
Customer Care Specialist
Full Time • Hybrid - US
Responsive recruiter
Benefits:
- 401(k)
- Company car
- Competitive salary
- Dental insurance
- Health insurance
- Vision insurance
Position Summary:
The Customer Care Specialist (CCS) serves as the customer’s primary point of contact from the time a new loss is received until the project moves into production. The CCS ensures clear communication, fast response, and a seamless transition between departments. Acting as the “quarterback” of the customer experience, this role coordinates between the customer, insurance adjuster, and Paul Davis team members to keep the process moving efficiently and professionally.
Key Responsibilities:
Customer Communication & Experience
- Serve as the customer’s main point of contact throughout the pre-production phase.
- Reach out to new customers immediately after a loss is received to introduce the company, discuss next steps, and schedule the initial site inspection.
- Maintain regular communication with customers to ensure they understand the process, timelines, and next steps.
- Document all communication in the job management system to ensure accuracy and accountability.
- Provide empathetic, professional support to customers navigating property damage situations.
Project Coordination
- Coordinate with the Mitigation Project Manager within the first 24 hours of a mitigation job being received to discuss the transition plan.
- Communicate with the Reconstruction Estimator/Project Manager to ensure timely job handoff and scheduling.
- Partner with the insurance adjuster, estimator, and internal departments to resolve questions or concerns quickly.
- Track progress and ensure all required documentation, photos, and job notes are updated before a file moves to production.
Internal Collaboration & Process Management
- Act as a liaison between departments to ensure a smooth handoff from Mitigation to Reconstruction.
- Assist in scheduling inspections, site visits, and coordination meetings.
- Proactively identify potential delays or customer concerns and communicate them to leadership.
- Support the overall customer journey by ensuring consistency in messaging, tone, and service delivery.
Qualifications:
- Previous experience in customer service, restoration, construction, or insurance-related industries preferred.
- Strong organizational and communication skills with a focus on follow-through.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Proficiency with Microsoft Office, CRM systems, and job management software (Next Gear, Dash, or similar preferred).
- Empathy, professionalism, and problem-solving mindset are essential.
Flexible work from home options available.
Compensation: $50,000.00 - $75,000.00 per year
Since 1966, Paul Davis has been an industry leader in the areas of property damage mitigation, reconstruction and remodeling. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers and clients across the United States and Canada.
We have built our heritage one project at a time, establishing a reputation for performance, integrity and responsibility among customers and carriers alike. Whether property damage is caused by water, fire, smoke, storms or other disasters, we deliver on our promise to deliver excellence, expertise and a customer experience that is second to none. At Paul Davis, our passion for quality drives everything we do.
Our Vision:
To Provide Extraordinary Care While Serving People In Their Time Of Need.
Our Values:
Deliver What You Promise
Respect The Individual
Have Pride In What You Do
Practice Continuous Improvement
Our Mission:
To provide opportunities for great people to deliver Best in Class results
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Opportunity for Overtime
Paid Time Off
Opportunity for Advancement
Great Company Culture