Front Office Coordinator

Job description

Looking for a sharp, upbeat, punctual person to be the central point of communications for incoming calls needing our services, and team members getting scheduled to serve our community!!

Position Summary / Purpose

Support multiple Project Managers and their teams in creating high levels of customer satisfaction by establishing collaborative relationships among the project teams and constituent groups, resolving issues with customers, and promoting the concept of integrated systems.

Assist in the coordination, scheduling, and facilitation of the timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition.

Principle Duties and Responsibilities

· Handle phone calls/intake and scheduling of the appropriate crewmember

· Provide timely, accurate, and complete information on new leads to the operations team

· Assure accurate tracking of lead sources for the marketing team

· Assist in maintaining project work schedules and files

· Support, facilitate and coordinate the work of the operations team in creating high level customer satisfaction

· Identify and remove barriers to successful completion of overall projects

· Serve as intake point of contact with external vendor representatives, insurance adjusters, project managers and customers

· Facilitate customer warranty and satisfaction surveys

· Follow up on AR and secure client payments

· Pull and prepare reports for managers

Additional Duties and Responsibilities

· Maintain project files

· Attend company meetings

· Perform production work as necessary

· Additional Duties may be assigned

Decision Rights and Authority

· Schedule delivery of materials from external vendors

Working Relationships and Scope

· Establishes collaborative relationships among project and constituent groups

· Coordinates with Marketing for follow-up and job evaluation with customers

· Coordinates with customer and administration function for timely collection of project payment

Performance Competencies

· Oral Communication – The individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one and small group situations. Adaptable and able to think on his/her feet. Able to effectively communicate with customers in understandable terms.

· Written Communication – Writes clear, precise, well organized letters and emails. The individual edits work for spelling, uses appropriate vocabulary and has impeccable grammar. Is able to read and interpret written information.

· Team Building – Achieves cohesion and effective team spirit with peers, subordinates and subcontractors. Sustains a climate characterized by open, honest relationships where differences are constructively resolved rather than ignored, suppressed or denied. Shares credit for accomplishments.

· Planning & Organizing – Has the ability to see the overall job from start to finish. Understanding the steps to be taken, resources and time required, can effectively create a timeline for the job. Coordinates plans with other managers.

· Customer Focus – Combines empathy for customer’s situation with time and budget constraints to effectively manage and exceed customer’s expectations.

· Technology – Regularly uses standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work performed. Effectively uses communication devices and technology to collect, review and forward field activity reporting.

Qualifications - Knowledge, Skills and Abilities

· Education and Experience

High School diploma or GED plus three (3) to five (5) years of experience working in construction or restoration industry.

· Financial Reports and Budgeting

Understanding of financial reports: Profit & Loss, Balance Sheet, Cash Flow and budgeting. Ability to review completed job costing, assess performance and identify areas for improvement.

· Technical skills

Proficient technical skills, experience and certification in the areas of service the company provides.

· Mathematical skills

Adequate math skills. Able to quickly and effectively translate remaining work into manpower planning, project completion times, and review and assess labor time reporting. Effectively project job costs based on work remaining.

· Negotiation skills

Wins by creating advocates, not enemies, when negotiating

· Computer skills

Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Word and Excel. Experience with Xactimate software is a plus

· Listening skills

Effective in receiving feedback and input from customers and employees, probing for additional information or unspoken issues and providing timely response.

· Certificates, Licenses and Registrations

None required for this position

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions

· The work of this position is predominantly carried out in a shop or job site environment. Daily exposure to the shop where vehicles and equipment are housed and maintained is expected. Employee will encounter facilities where standing water and sewage are present, heat is unavailable due to lack of utilities, fire damage has occurred and mold or other organic growth exists.

· Noise level in the work environment is moderate to high

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $20 - $23