Each year, we ask the restorers in our industry to honor some of the behind-the-scenes heroes who go above and beyond to deliver exceptional customer service. We are so excited to announce that Jarrett Moore, Chief Data Analyst at JOC Analytics, has been voted the 2025 Customer Service Elite Award winner!
Read on to see how Jarrett’s early values, industry experience, and dedication to clear, responsive communication have earned him the respect and appreciation of restorers across the country.
The Early Habit That Became a Standard
Jarrett’s roots in customer service go way back, long before he even knew it could be a career. Jarrett’s father was in the military, which meant there was a prevailing rule in his home: if you weren’t ten minutes early, you were late. This expectation to show up prepared, composed, and ready to serve was ingrained in him from a young age and shapes how he approaches his business today.
Jarrett’s Start in Restoration
Jarrett started working for a restoration company in 2013. After entering the industry, he quickly realized the business he worked for would benefit from using internal data to generate reports that could drive improvements to key areas like job cycle times, technician productivity, schedule efficiency, and more. What started as a way to support his team quickly became something more, as these reports transformed the way his company operated. Jarrett knew that if his office could benefit so much from these reports, many other restorers could too.
That realization sparked the creation of JOC Analytics, a company built to serve the restoration industry with customized reporting and fast, responsive support. Jarrett’s goal was to help others make better, faster decisions by delivering data that actually makes sense, all while doing it with the kind of service he’d want to receive himself.
“I’ve been working with Jarrett Moore at JOC Analytics since 2019, and he’s been great to work with from day one. He’s quick to respond, communicates clearly, and often solves problems and provides solutions before I even know they’re coming. He has a sharp eye for building thoughtful, effective Power BI reports and consistently anticipates customer needs before they’re voiced. He’s also great at digging into issues and uncovering the root cause. What truly sets Jarrett apart is that he genuinely cares, not just about fixing problems, but about creating a better experience for the people he’s supporting. I’ve always appreciated how reliable and easy he is to work with. It really makes a difference.”-Taylor Carmichael, Southeast Restoration
Changing Customer Service Norms
We’ve all had the frustrating experience of submitting a customer service ticket only to wait days for a vague, unhelpful response. That’s exactly what Jarrett set out to change. “Normally, if you submit a ticket, it’ll go days before you even get some sort of follow-up on the problem,” he said. “If I receive a ticket, it’ll probably get answered in five to ten minutes. I know restorers need fast answers, and I am committed every day to delivering on that.”
Jarrett’s ability to solve his customers’ problems quickly and effectively is rooted in his firsthand experience in the restoration industry. This deep understanding of the challenges his clients face allows him to provide answers that actually solve problems, quickly and efficiently. Along with this expertise, communication serves as the bedrock of his customer service success. “For us, effective communication is the crux of everything we do. This starts with our clients. If they have great communication on their team, the data they enter is going to be strong. Then, if I take this data and effectively communicate with the team throughout the whole process, whether they want clarity on a report, need help with a ticket, or something else, it is the glue that holds everything together.”
Jarrett’s Take on AI in Customer Service
Restoration involves a lot of rules, regulations, and specialized knowledge. When serving this demographic, it’s imperative to have someone who understands these ins and outs, so they can solve problems and not delay answers or even create more issues. While JOC Analytics is actively training others to expand its support capacity, Jarrett is also exploring how AI can help them better serve their clients. “We don’t know where AI is going, but we have to understand it. AI isn’t going to replace anyone at this point, but it’s going to make our jobs easier and allow us to have a bigger impact.” Jarrett is working towards this end through the creation of detailed documentation and training tools that transfer his expertise into an AI-assisted system that maintains the speed, accuracy, and personal attention that define his customer service approach.
At the end of the day, great customer service for Jarrett is grounded in having walked in the shoes that your clients have been in. While there’s only one Jarrett, his vision for expounding customer service lies in effectively translating this knowledge to others great communication and fast responses will be what continues to set him and his team apart in customer service.
Lauren Etherington
Lauren has been utilizing her writing expertise as C&R Magazine’s Associate Editor since 2023. After gaining a degree in legal studies, she ultimately chose to channel her writing capabilities to help support small businesses in the construction and restoration industries with their marketing efforts. Her ability to ask insightful questions helps uncover the core essence of each business, generating content that enhances brand identity and fosters genuine connections. Lauren calls Des Moines, Iowa home, where she resides with her husband and three children.
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