Customer Care Associate

Cousino Restoration & Environmental is seeking a Customer Care Associate to join our Perrysburg, OH team! Are you a natural communicator who thrives on helping people and making a real impact? As a Customer Care Associate, you'll be the first point of contact for customers seeking restoration services, providing support with empathy, professionalism, and efficiency. In our fast-paced virtual call center, every interaction matters-you'll listen, problem-solve, and ensure each customer feels heard and valued. We're looking for someone with a positive attitude, strong communication skills, and a talent for building relationships. If you enjoy multitasking, navigating technology with ease, and taking pride in delivering exceptional service, this role is perfect for you. Bring your energy, attention to detail, and people skills, and join a team that values dependability, collaboration, and customer satisfaction above all. Make a difference every day-start your journey with us as a Customer Care Associate! Cousino Restoration & Environmental is a well-respected and top leading Emergency Response Restoration Company with over 40 years of service in fire, water cleanup, restoration services, mold mitigation, construction, and biohazard clean up. We provide services throughout Ohio and Michigan. Our dedicated team has restored more than 20,000 structures throughout the area. If you want to be a part of our team of professionals, who care about people, and contribute to the success and growth of our organization. Summary: The Customer Care Associate works in an in office setting speaking with customers who need restoration services. This role is the critical first step in the job intake process. The ability to quickly establish a rapport, to obtain customer information and to make decisions about the company's response to the customer are all important skill sets for a successful Customer Care Associate. Essential Functions and Responsibilities: Serve customers with empathy and respect Follow the FLEET Response job intake workflow Listen attentively to customers, understand their inquiries Identify situations requiring quick escalation to operations leaders for immediate response Escalate necessary requests to assigned Project/OPS manager. Answer incoming calls promptly and professionally, ensuring a high level of customer satisfaction Average call volume can range between 100-200 calls per day Address customer questions, concerns, and complaints with empathy and patience Collect and update customer information accurately in the CRM system, ensuring data integrity Maintaining a friendly and professional tone on all calls Meet individual and team targets for call quality, customer satisfaction, and productivity Maintain a positive and professional attitude, even during challenging customer interactions Display a high degree of dependability by meeting prescribed schedule, availability to take calls, and other timebound work requirements. Qualifications: The ideal candidate will have a positive attitude and the desire to build relationships with our customers. Exceptional verbal communication skills with a clear and friendly phone manner Strong active listening skills and the ability to understand and empathize with customer concerns Proficient computer skills and the ability to navigate multiple systems simultaneously Possess exceptional people skills Ability to work in a fast-paced environment and handle high call volumes Organizational skills and attention to detail Strong planning, and problem-solving skills Ability to multitask (i.e. listen to callers, move through computer screens, type, and ask questions) Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times (e.g., laptops, files). Salary: $21.00-$23.00 Benefits: Medical, dental, and vision insurance 401k with up to 4% company match Paid Vacation time Paid Sick time 6 paid holidays annually, 1 floating holiday Weekly pay

Created: 2026-03-05