Customer Coordinator

Arrow Service Team is looking for a full-time Customer Coordinator!

Arrow Service Team is a leader in the disaster restoration industry in North Dakota, based out of Bismarck, ND. We have built our heritage one project at a time, establishing a reputation for performance, integrity, and responsibility among customers and carriers alike. Whether property damage is caused by water, fire, smoke, storms, or other disasters, we deliver on our promise to provide extraordinary care while serving people in their time of need! Our passion for quality and customer service drives everything we do.

At Arrow, we owe our success to our customers, clients, and our amazing employees. The Customer Coordinator is the supportive force behind these relationships. We are seeking a responsible individual to perform a variety of administrative and clerical tasks primarily centered around our structure (restoration construction/reconstruction) team. Candidates for this position must be energetic, have strong communication skills, have an outgoing personality, have an impeccable attention for detail, and be well organized. On the job training provided for the right candidate.

We look forward to investing in your future! 

Job Responsibilities: 

• Phone answering, addressing or forwarding any concerns/questions and new job (intake sheet) entry.
• Entering notes into internal software regarding any updates, tagging appropriate personnel. 
• Function as main point of contact for structure (restoration construction) jobs. Provide questions/concerns at planning meeting. Address urgent calls/emergencies to Lead Project Managers.
• Collect insurance information on structure, cleaning, and contents jobs.
  
• Convert WTR (mitigation jobs) to STR (restoration construction jobs) and request Project Manager assignment.
• Schedule 1st customer contact for Project Managers.
  
• Send welcome e-mails for structure, cleaning, and contents jobs to homeowner/property owners.
• Monitor photos on structure and contents jobs.
• Send photos of structure jobs to agents.
• Send Docusketch and photos to insurance adjuster.
• Upload schedule into internal software and e-mail schedule to customer.
• Call customer/property owner to notify them their schedule has been e-mailed. Request review by customer.
  
• Utilize WhatsApp groups to get structure job progress updates (ahead or behind) before planning meeting.
  
• Request status updates of employees who are out (sick) for next day availability.
• Attend afternoon group (Project Manager) planning meetings notating any schedule changes to relay back to customer.
• Daily courtesy calls after planning meeting to assure job schedule adherence and potential job schedule adjustments.
  
• Book hotel rooms as necessary for reconstruction field staff.
• Send surveys (through Survey Monkey) for completed mitigation and structure jobs.
• Follow up on positive surveys to request 5-star Google reviews. Provide survey results monthly to Mitigation Manager and Reconstruction Manager.
  
• Create welcome folders to hand out (step 1 and step-mitigation process).
• Write thank you cards to the customer and referral source.
• Assist with mitigation and general dispatch when coverage is needed.
• Open and schedule 1st customer contact for Exteriors. Schedule and enter in calendar.

 Experience and Skills:

• Proficient with Microsoft Office programs (Outlook, Word, Excel, etc.) and have general computer/technology skills
• Ability to multitask, prioritize, and problem solve in a fast-paced environment
• Strong written and verbal communication skills
• Must be very detailed and have time management skills
• Excellent phone skills/etiquette
  
• Excellent customer service skills with the ability to show empathy
• Ability to handle stress and be able to work under pressure while exhibiting emotional control.
  
• Must be dependable

 Pay:

• Starting at $21.00 - $24.00 per hour starting, but depends on experience
• 90-day review (eligible for wage adjustment if applicable)
• Annual reviews based off anniversary date (eligible for wage adjustment if applicable)

Schedule:

• Monday through Friday, 7:45am - 5pm
• Approximately 45 hours per week

 Benefits:

• Paid Vacation
  
• Overtime Pay
• 6 observed paid holidays
• Quarterly Profit Share
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401(k) (with a set matching percentage)
  
• Fully paid training

Education:

• High school or equivalent (minimum)

Physical Demands:

• Lift (minimal) 5-15 lbs.
• Involves sitting/standing/walking
• Occasional crouching/stooping/reaching/kneeling/handling

 License/Certification:

• Driver's License (required)
• Reliable transportation to get to/from work

Arrow Service Team started as a small carpet cleaning company in 1979. Over the years, we have grown to over 65 employees and have expanded our services to include fire & water damage restoration, mold removal, trauma, and emergency board-ups. We also continue to clean residential and commercial carpets and HVAC and ductwork. Core family values make Arrow Service Team grow year after year. We pride ourselves in being a local family-owned company. We have a fully trained in-house team of disaster restoration specialists, including water mitigation techs, fire restoration techs, finish carpenters, flooring installers, painters, and carpet and HVAC technicians. With a quality staff, it is easy to understand why we keep expanding our team and reach as the top restoration company in Bismarck-Mandan and surrounding communities. 

To learn more, please visit our website at www.arrowserviceteam.com.

Arrow Service Team is committed to providing a safe, healthy, and productive work environment. Consistent with this commitment, it is the intent of the Company to maintain a drug and alcohol-free workplace. 

Arrow Service Team provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary : $21 - $24