Customer Service Representative (CSR) – Rainbow Restoration of Dickinson
Position: Customer Service Representative (CSR)
Reports To: Office Manager
Location: League City, TX
Employment Type: Full-Time
Position Summary
Rainbow Restoration of Dickinson is seeking a detail-oriented and customer-focused Customer Service
Representative (CSR) to be the first point of contact for customers, vendors, and referral partners. The CSR
will be responsible for handling inbound calls, qualifying leads, scheduling jobs in the job management system,
and supporting the daily operations of our emergency restoration services. The ideal candidate will have strong
communication skills, excellent organizational abilities, and a commitment to delivering exceptional service.

Key Responsibilities
Customer Interaction & Job Management
• Answer inbound calls professionally and courteously, providing accurate information about our
services.
• Qualify and classify leads according to established Standard Operating Procedures (SOPs) for
water mitigation, mold remediation, and emergency service calls.
• Create jobs in Dash (Fusion) job management software for potential clients and dispatch to the
operations team as applicable.
• Inform customers about inspection and consultation fees, ensuring clarity on service
expectations.
• Provide timely follow-ups to customers regarding scheduling, job progress, and service-related
inquiries.
• Handle customer complaints and escalate issues as needed to management.
Administrative & Data Management
• Maintain accurate and up-to-date customer, vendor, and referral partner contact records in
Luxor CRM and Fusion.
• Audit, update, and correct any discrepancies in contact information for customers, vendors, and
referral partners.
• Utilize the CRM deduplication tool and create follow-up tasks for missing information, ensuring
data integrity.

• Assist in QuickBooks by creating and sending estimates for inspection fees or consultation fees
when pre-approval is required before dispatching a technician or consultant.
Operational Support
• Work closely with the Office Manager, Project Coordinator, and Production Manager to
coordinate scheduling based on job urgency and technician availability.
• Follow established escalation procedures for high call volume or unusual situations.
• Support Accounts Payable by ensuring accurate documentation of invoices and assisting with
vendor communications when needed.
• Assist HR with managing company devices, email accounts, and password resets.
• Support compliance tracking for Alacrity, Contractor Connections, Lionsbridge, and Allstate
SLAs, ensuring deadlines and milestones are met.

Qualifications & Skills
• Experience: 2+ years in a customer service, administrative, or call center role (preferably in
restoration, construction, or home services).
• Software Proficiency: Familiarity with Dash (Fusion), Luxor CRM, QuickBooks, and Microsoft
Office Suite preferred.
• Communication Skills: Strong verbal and written communication skills with the ability to handle
sensitive customer situations professionally.
• Organizational Skills: Ability to multitask, prioritize responsibilities, and maintain attention to
detail in a fast-paced environment.
• Problem-Solving: Strong ability to assess customer needs, troubleshoot common concerns, and
escalate issues appropriately.
• Team Player: Ability to collaborate with internal teams while maintaining accountability for
individual tasks.
• Work Ethic: Must be self-motivated, dependable, and dedicated to providing excellent service.

Preferred Qualifications
• Experience working in restoration, insurance claims, or construction-related industries.
• Knowledge of Xactimate or other estimating software is a plus.
• Bilingual (English/Spanish) preferred but not required.

Compensation & Benefits
• Competitive hourly wage based on experience.
• Health, dental, and vision insurance options.
• Paid time off (PTO) and holidays.
• Ongoing training and professional development opportunities.
• Opportunity for growth within the company.

Additional Responsibilities
• Duties may include any additional responsibilities, projects, or tasks as assigned by
management to support business needs.

About Us
Rainbow Restoration of Dickinson is a 24/7 emergency restoration response company serving Galveston,
Brazoria, and Harris County, Texas. We assist home and business owners through disasters, specializing in
water damage mitigation, mold remediation, fire damage restoration, and reconstruction. Our mission is to
serve our community with integrity, compassion, and excellence.
Join our team and be part of a company that makes a real difference in people’s lives!