Customer Care Representative

Why John Grace?

For the last 10 years, John Grace Restoration and Construction has been West Michigan's choice for emergency services and restoration repairs following property damage. We are here to help homeowners recover from water, fire/smoke, storm, flood, and mold damage. Our staff are experts in the insurance claim process. We work in the customer's best interest and guide them through the claim process. John Grace staff are highly trained in mitigating loss, scoping/estimating repairs, and ensuring timely and high-quality repair work. We take our role very seriously because we know how devastating the loss can be to customers. Our three core values - Genuine and Positive Attitude, Extreme Ownership and One Reputation are the heartbeat of our culture. John Grace's success is the combined efforts of all our employees, and we strive to provide great opportunities for our team to learn and grow.

Purpose of the Customer Care Representative Role

As our Customer Care Representative, you will serve a dual role providing excellent service to our customers who call in looking for services performed in their home in addition to supporting our Accounting team with administrative tasks. This role will be mostly phone-based and requires top-notch communication skills. If you enjoy helping people and working in an office environment, this role is for you!

We are looking for someone who

• Takes pride in their work.
• Is able to function in a high stress environment that can change daily while maintaining a high level of professionalism.
• Has strong experience using our software (Microsoft Office, Excel and Word) - hands on experience in Quickbooks preferred.

• Has superior communication skills, able to communicate with teammates, management, and homeowners.
• Is comfortable walking our customers through our process - this position will regularly perform calls to accept payment collection from our homeowners.
• Has an expert eye for the details. This position will not only be working our phones, they will be entering in data and working in our Accounting systems regularly.
• Has the ability to determine priority and balance competing priorities.
• Has a positive attitude with a desire to learn; adaptable to the needs of the organization, including cross- departmental training when needed.
• Is self-motivated and able to work independently as well as in a team environment.

• Reports to work on time; Adheres to on-call rotation schedule and be available for weather related events.

Key responsibilities & duties

• Answer the main phone-line while providing superior customer service. Scheduled
  Monday - Friday.

• Greet visiting guests in a welcoming and professional manner.
• Assist customers with financial disputes, inquiries and reconciling payment history.
• Demonstrate knowledge of construction, mitigation and insurance claim process.
• Communicate with customers that are in a 1-60 day delinquent status via telephone, mail and email.
• Process payments within accounting and project management systems.
• Create and maintain complete and accurate documentation of all communication with customers or other parties pertaining to customer accounts.
• Prepare demand letters and payment plan documents when necessary.
• Assist Accounting Department in any audits or ad-hoc projects.
• Think creatively and problem-solve in the moment, especially during high call volume times
• Schedule inspections during Intake back-up.
• General ad-hoc office administrative duties including, but not limited to, taking employee requests and filtering to the correct contact and ordering & maintaining office supplies.

Requirements:

• While performing the duties of this job, the employee is regularly required to talk and hear.
• Must pass a criminal background check to perform work on insurance related claims.

Benefits

• Paid Time Off
• Benefits Package, including Medical, Dental, Vision options
• Company paid life insurance with options to add on additional amounts
• 401k & company match of 4% after one year of employment
• Monthly cell phone reimbursement
• EAP- Counseling/Support

• Paid Holidays