Operations & Project Coordinator
Benefits:
Competitive salary
Free uniforms
Opportunity for advancement
Paid time off
Training & development
PAUL DAVIS RESTORATION OF DOWNRIVER DETROIT
Operations & Project Coordinator
Reports To Owner & Field Management Team
Works Closely With Mitigation Managers, Project Managers, Reconstruction Team, Contents Team, Job Cost Accountant (JCA), and Operations Leadership
Employment Type Full-Time, on-site
WHY THIS ROLE EXISTS
Paul Davis Restoration of Downriver Detroit is building a reputation as the most reliable, responsive, best-documented restoration company in Southeast Michigan.
That reputation is earned one job at a time.
It is earned through:
fast response times
excellent communication
clean documentation
operational consistency
accurate project flow
zero surprises to customers or adjusters
and projects that move quickly without chaos
This role exists to protect operational speed, documentation quality, communication standards, compliance, and project flow across the life cycle of every job.
The Operations & Project Coordinator is not a passive administrative position.
This role is operational infrastructure.
This position directly supports the operational performance of the Mitigation and Field teams while helping maintain workflow, communication, and compliance across the company during changing workload demands.
This person serves as:
the checkpoint for job file quality
the communication support system for the field team
the intake control point for new losses
the coordination hub helping projects move efficiently from intake to close-out
and the early warning system for operational problems before they become expensive delays
The goal is simple:
No surprises. No preventable delays. No jobs falling through the cracks.
CORE RESPONSIBILITIES
Answer inbound customer and emergency calls with professionalism, urgency, and empathy
Gather complete and accurate loss information during customer intake
Create and route new jobs in RMS accurately and in real time
Notify appropriate field personnel and management immediately upon new loss intake
Follow up on missed, pending, or incomplete leads to ensure no opportunity sits untouched
Support rapid-response scheduling and dispatch coordination for mitigation activities
Ensure every inbound lead receives timely communication and proper documentation from first contact
Send welcome letters and intake communication to customers and insurance agents
Maintain excellent first impressions and communication standards during all customer interactions
Own the operational flow of the job file from open to close
Ensure RMS and required systems are updated in real time throughout every active project
Upload, organize, and verify all contracts, photos, drying logs, paperwork, and project documentation
Confirm all required documentation is exported to required platforms on schedule
Post public and private notes according to company standards and program requirements
Verify all required signatures, contracts, and compliance documents are completed before work begins
Ensure job documentation meets carrier, program, and company standards
Archive completed project documentation properly in SharePoint and company systems
Never allow preventable documentation failures to create payment delays, return trips, compliance issues, or customer frustration
Monitor Claims Force and required compliance systems daily for every active job
Ensure compliance tasks are completed accurately and on time
Click compliance task completion buttons only after verifying requirements are satisfied
Flag overdue tasks, missing documentation, or unresolved issues immediately
Escalate operational risks early before they become billing delays, customer issues, or carrier problems
Track recurring process failures and identify patterns requiring operational improvement
Run estimates through Valudate before carrier submission when required
Track violations, corrections, and resolution timelines
Maintain a “nothing sits” mentality across all active projects
Facilitate or support weekly WIP review meetings with field leadership and ownership
Maintain visibility on all open jobs, aging files, bottlenecks, and stalled tasks
Track project progress against operational benchmarks and company expectations
Communicate workload and operational capacity concerns early
Flag delays, failed promises, missing communication, or stalled approvals before they impact cycle time
Help maintain operational accountability throughout the project life cycle
Identify recurring bottlenecks and propose process improvements
Ensure customers receive consistent communication throughout the life of the project
Support communication flow between homeowners, project managers, technicians, subcontractors, and insurance adjusters
Confirm adjuster updates are completed according to company guidelines
Respond to customer inquiries with professionalism and urgency
Alert ownership and field leadership immediately to customer risks, complaints, or escalation concerns
Help maintain a customer experience that generates referrals, repeat business, and positive reviews
Ensure no customer is left wondering what is happening with their project
Coordinate dumpsters, equipment logistics, and material ordering as directed
Support field teams by ensuring operational resources are ordered and scheduled in a timely manner
Coordinate with vendors, suppliers, and subcontractors to support uninterrupted job flow
Track paperwork, COIs, vendor documentation, and operational requirements
Assist with permit coordination and municipal documentation processes when applicable
Flag operational delays caused by missing materials, scheduling conflicts, or vendor issues immediately
Work closely with the JCA to help maintain clean, invoice-ready files at all times
Confirm invoices, supporting documentation, and required project records are delivered according to carrier, customer, and contract requirements
Verify all required documentation is complete before invoicing
Track aging issues and flag delays impacting collections or cash flow
Support documentation follow-up and collections support activities as directed
Confirm project costs, documentation, and job records are complete prior to job close-out
Help reduce preventable payment delays through accurate documentation and proactive follow-through
Deploy customer satisfaction surveys following project completion
Track customer responses and escalate negative experiences immediately
Send review requests to satisfied customers according to company standards
Support company reputation growth through operational excellence and customer communication
Help maintain high customer satisfaction and review performance standards
PERFORMANCE EXPECTATIONS
Success in this role requires:
urgency
consistency
follow-through
communication
accountability
organization
operational awareness
and meticulous attention to detail
This role is expected to:
protect cycle time
reduce preventable delays
support operational speed
improve communication quality
maintain compliance
support cash flow
and strengthen customer and adjuster trust
PERFORMANCE GOALS
Job Cycle Time ≤ 10 Days Mitigation ≤ 90 Days Reconstruction
Net Promoter Score (NPS) ≥ 80
Operations Scorecard ≥ 80
Revenue vs Cost Ratio ≥ 1.3
Job Cost ≤ 60%
Zero preventable compliance failures
Zero overdue critical compliance tasks
Zero preventable invoice delays caused by missing documentation
Fast, accurate intake and dispatch response times
High customer communication consistency
Increased review volume and referral generation through operational excellence
COMPETENCIES & QUALIFICATIONS
Required
High school diploma or GED
Valid driver’s license and insurable driving record
Strong written and verbal communication skills
High degree of urgency and responsiveness
Meticulous attention to detail
Strong organizational and follow-through skills
Comfortable holding others accountable respectfully and directly
Ability to work independently in a deadline-driven environment
Strong computer and software skills using Windows, Office, web browsers, and operational software systems
Ability to learn industry platforms quickly
Preferred
Restoration, mitigation, construction, insurance, or project coordination experience
Experience with RMS/DASH, Xactimate, Claims Force, Valudate, Docusketch, SharePoint, or related software
Experience in customer service, operations coordination, or workflow management
Experience supporting high-performance teams in fast-paced environments
WHAT SUCCESS LOOKS LIKE
In this role:
projects move faster
communication improves
adjusters receive fewer surprises
documentation stays clean
customers feel informed
invoices go out faster
collections improve
field teams stay supported
and ownership spends less time chasing preventable operational problems
This role directly supports the long-term growth, reputation, and operational excellence of Paul Davis Restoration of Downriver Detroit.
We are building a company known for speed, excellence, professionalism, communication, and execution. This role is a critical part of that mission.
Schedule & After-Hours Communication Expectations
This role primarily operates during standard business hours, Monday–Friday.
Due to the emergency-service nature of the restoration industry, this position will participate in limited rotational after-hours communication coverage as assigned.
After-hours responsibilities may include:
Receiving and responding to calls escalated from the company answering service
Gathering accurate loss information and documenting/entering emergency intake/claim details
Coordinating communication with ownership or field management when required
Supporting customer communication and operational coordination during active emergency situations
This role is not expected to perform field labor or emergency mitigation work. The focus of after-hours coverage is communication, intake accuracy, escalation to field management, and operational support as needed.
Company-observed holidays currently include:
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day
Christmas Eve
New Year’s Eve
Operational flexibility, professionalism, urgency, and calm communication are critical to success in this role and essential in the restoration industry.
Compensation
$22–25 per hour, based on experience and overall fit
Opportunities for growth as the company scales
Company-supported training and development
Fast-paced, team-oriented environment with high standards and strong operational support