Basic Functions:
The Client Care Coordinator will work as a Liaison for the client to identify project requirements and specifications. The Client Care Coordinator will administer and organize mitigation and reconstruction jobs. The Coordinator will provide support to the Squad, ensure KPI compliance, assist with scheduling and dispatching.
Basic Requirements:
- High School Diploma or equivalent
- Bachelor’s degree is preferred
- Excellent administrative and process skills
- Customer Service Experience
- Three plus years of experience in an Administrative Position
- Experience with Microsoft Office Suite 365
- Ability to learn and operate our primary operating systems: RMS, Xactimate, TSheets, PDConnect, SharePoint, and OneDrive
- Ability to work independently
- Key Skills
- Highly Organized
- Ability to prioritize tasks
- High level Communicator
Evaluated On:
- Quality Jobs on Budget within the Team
- TRUTH Score
Overall Duties Include:
- Answer incoming calls on office and mobile lines
- Complete intake for new losses for mitigation and reconstruction departments
- Initiate, maintain and bring to conclusion communication with customer.
- Facilitate daily huddles with squad to capture high priorities and next steps.
- Makes initial contact of loss to squad/team
- Ensure the client’s needs are met from start to completion of job
- Complete job notes in operating systems
- Complete compliance tasks in main operating systems, RMS
- Create new loss (jobs and projects) files
- Create and send invoices for jobs/projects
- Creating & Maintenance of job files, project documentation and job closings.
- Assist with collection calls for the Accounts Receivable department
- Confirm written payment schedule and collection of deductibles
- Educate customer on the Paul Davis process.
- Run reports in main operating system, RMS
- Confirm that the current jobs are on schedule
- Monitor Xact Analysis (XA) for new loss assignments, alerts and notes meeting compliance timelines.
- Assist Project Managers, Estimators, Field Supervisors, and Team Leads with job updates and job information
- Provide onsite documentation support utilizing DocuSign
- Maintain a collection goal of: No Accounts Receivable to be over 90 days
- Adherence to Service Level Agreements
- Maintain a Net Promoter Score minimum monthly average of 60.0
- Close the Loop 100% of the time within 24 hours
- Assist with order deliveries via Dispatch
- Assist with follow-up on needed documentation for job files. Ex: Certificate of Completions
- Assist team with facilitating accounting adjustments.
- Assist with coordination of subcontractor confirmations and documentation.
- On-going assistance with subcontractor recruiting.
At Paul Davis Restoration we provide extraordinary care while serving people in their time of need. We do this by providing opportunities to GREAT people who deliver Best in Class Results. We are looking for "A" Players to join our team who Respect the individual, deliver what they Promise, and have Pride in what they do, while practicing continuous Improvement.
Since 1966, Paul Davis has been an industry leader in the areas of property damage mitigation, content restoration, and reconstruction. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers and clients across the United States and Canada.
From flooding to fires and frozen pipes, Paul Davis responds with 24-hour emergency service to restore calm in the most chaotic of events. We are here to serve in every capacity, providing excellent customer service and a quality end product. We continually strive to maintain excellence and experience that is second to none. Passion for quality drives everything we do.
