Institute for Building Technology and Safety

  • Customer Service Rep

    Posted Date 11 months ago(9/5/2018 1:35 PM)
    Job ID
    # of Openings
    Job Locations
    Disaster Recovery
  • Responsibilities



    This position is part of a Disaster Recovery team.   We are not first responders, but when natural disasters strike (e.g.., hurricanes, earthquakes, flood waters, tornados, fires, etc.) our team fully engages as part of the recovery process to help restore the communities. Our primary focus is working with homeowners in the restoration of their houses and property.


    This position will begin as an “on-call/as-needed” basis, with strong probability of converting to a regular, full-time position with full employee benefits which include (but are not limited to) medical, prescription, dental, vision, FSA, 401k with employer matching, paid holidays, and paid leave.


    We are looking for individuals who are willing, able, and readily available to be a part of this team, who can report for work on short notice and remain engaged throughout the recovery efforts for varying periods of time.


    Position Summary:


    The Customer Service Representative supports Disaster Recovery (DR) efforts by answering customer questions related to various DR services provided. The incumbent will schedule calls, appointments, site visits, meetings and other service-related actions; prepare correspondence; and ensure customer satisfaction related to DR services provided.




    • Manage large volume of incoming calls
    • Utilize computer technology to handle high call volumes
    • Identify and assess customers’ needs to achieve satisfaction
    • Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; obtaining and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
    • Provide customer requisite company and project information; serve as a representative of the organization and represent the team of the professionals associated with the project
    • Work with manager to ensure proper customer service is being delivered
    • Resolve complaints via phone, email, and mail
    • Record progress and follow up for incomplete tasks
    • Maintain customer contact by phone, email, in-person and potentially web interface
    • Build sustainable relationships of trust through open and interactive communication
    • Provide accurate, valid and complete information by using the appropriate methods/tools
    • Follow communication procedures, guidelines, and policies
    • Keep records of customer interactions, process customer information, and file documents
    • Prepare service reports by collecting and analyzing customer information
    • Maintain call records
    • Compile reports on overall customer satisfaction
    • Read from scripts, as needed.
    • Implement changes in policies or renewals


    • High school diploma or equivalent. College degree preferred
    • 1-3 years of experience in customer service, preferably in similar types of human service activities.
    • Strong phone communication skills and active listening
    • Familiar with CRM systems and practices
    • Customer service orientation and ability to adapt/respond to different types of individuals
    • Ability to maintain calm with demanding individuals in-person as well as over the phone
    • Excellent communication and presentation skills including verbal, written, over the phone and in-person
    • Ability to multi-task, prioritize and manage time effectively

    Special Skills, Abilities, Competencies:

    • Customer Service
    • Documentation Skills
    • Listening Skills
    • Phone Skills
    • Resolving Conflict
    • Multitask
    • Patience
    • Negotiation
    • Positive Attitude
    • Attention to Detail
    • People Oriented
    • Analysis
    • Problem Solving
    • Organizational Skills
    • Adaptability
    • Ability to Work Under Pressure
    • Computer Skills
    • Typing speed of 40 WPM or more
    • Knowledgeable of commonly-used concepts, practices and procedures within a field of community engagement, disaster recovery, and/or customer service.
    • Ability to follow instructions, standards and pre-established guidelines in performing the functions of the job.
    • Ability to work independently or under immediate supervision.
    • Ability to maintain excellent service standards and high customer satisfaction.

    Company Overview

    Bring your passion, expertise, and experience to IBTS, where we appreciate and are committed to our employees. We offer outstanding benefits, growth opportunities, and work hard to maintain a culture that values our employees. 


    The Institute for Building Technology and Safety (IBTS) is a 501(c) (3) non-profit organization established to provide unbiased professional building code compliance services, while enhancing the communities in which we work. At IBTS, our mission is to deliver quality services to meet the challenges of governance at all levels while enhancing public safety, economic development, and the general welfare of the community. Our services include Building and Community Development, Energy and Sustainability Services, Disaster Planning and Recovery, Quality Assurance, as well as Compliance and Risk Monitoring.


    IBTS is headquartered in Ashburn, VA, with additional offices in Louisiana, Missouri, New York, Oklahoma, Texas and Washington, DC.


    We are committed to building a community of experts with diverse backgrounds, disciplines, and perspectives who are passionate about our mission. IBTS is proud to be an Equal Opportunity and Affirmative Action Employer that is committed to hiring a diverse and talented workforce. This opportunity is open to Section S3 Residents.


    Explore the opportunities!


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.