About the Role
We are looking for a reliable and customer-focused After-Hours Call Attendant to support a property damage restoration company by handling incoming calls outside regular business hours. This role is responsible for answering calls professionally, gathering essential information, identifying urgent situations, and ensuring service requests are promptly communicated to the appropriate team members.
The ideal candidate has strong communication skills, excellent attention to detail, and the ability to remain calm and organized when handling urgent calls involving water damage, fire damage, storm damage, and other property emergencies.
Key Responsibilities
- Answer incoming calls professionally and courteously during after-hours shifts.
- Gather and accurately document caller information, including contact details, property address, type of damage, and urgency of the situation.
- Identify emergency restoration requests and follow established escalation procedures.
- Notify the appropriate on-call technicians, project managers, or team members when immediate attention is required.
- Relay messages and service requests promptly to ensure timely follow-up.
- Maintain accurate call logs and update customer records in the designated CRM or communication system.
- Provide callers with clear, helpful information while following company protocols.
- Handle multiple calls and competing priorities while maintaining a high level of customer service.
- Follow established procedures for call handling, emergency dispatch, and incident documentation.
Requirements
- Previous experience in customer service, call center operations, telephone answering services, dispatch, or a similar role.
- Excellent verbal communication skills in English.
- Strong active listening and information-gathering skills.
- Excellent attention to detail and accurate documentation habits.
- Ability to remain calm, professional, and empathetic when handling urgent or stressful situations.
- Strong organizational skills and the ability to follow established procedures.
- Comfortable using computers, email, CRM platforms, and other communication tools.
- Reliable internet connection and a suitable remote work environment.
Preferred Qualifications
- Experience supporting a property restoration company, or a emergency service provider.
- Familiarity with water damage, fire damage, mold remediation, or other property restoration services.
- Experience handling emergency calls, coordinating dispatches, or contacting on-call personnel.
- Familiarity with CRM systems, call management platforms, and after-hours answering services.
What We're Looking For
- A dependable professional who understands the importance of timely communication.
- Someone who can gather critical information without overwhelming callers.
- A proactive team member who knows when to escalate an issue rather than make assumptions.
- Someone who takes ownership of accurate documentation and follows through on communication procedures.
- A customer-focused individual who can represent the company professionally, especially when customers are dealing with stressful property emergencies.
Success in This Role
Success means answering calls promptly, capturing complete and accurate information, escalating urgent situations according to protocol, and ensuring the appropriate team members receive the information they need to respond effectively.
