Customer Care Leader

Purpose

The Large Loss Department works with homeowners that have had a catastrophic loss to their home - whether through fire, tree or electrical strike or other damaging event. We act as the support system to help Homeowner's navigate through the clean-up process, construction process as well as the insurance requirements. We are Difference Maker's in our customer's lives. We need someone who wants to be the lead communications liaison to help our customer/homeowner navigate through the restoration process and back to their normal life.

This person will support the customer experience, compliance, profitability, scheduling, measuring, purchasing, installation and service of all phases of the residential/commercial rebuild process. This position requires the ability to maximize the performance of the Paul Davis Team through coordination and communication of our Emergency Services and Production Rebuild Teams with the insurance carriers and their other support providers.

Responsibilities

Serve as the main communication point of contact for the homeowner with our sales people, production teams and trade partners.

Ensure that all customer contract requirements are documented and executed to a degree that exceeds customers’ expectations and are willing to recommend

Utilize the company’s customer relations management system (CRM) to effectively:

Manage customer contracts, appointments, third party administrator service level agreements.

Support project planning, customer selections and acquisition, trade selection, scheduling and maintenance, contracts and cash collections.

Ensure company policies are communicated, administered, and enforced (i.e., accounting, operational, safety, regulatory, and administrative)

Support the Operations Team to obtain the agreed upon margins for all rebuild jobs and support the life of the job from start to financial completion

Coordinate the collection of performance measurements consistent with customer’s and the company’s contractual requirements

All other duties as assigned.

Basic Qualifications

Knowledge of Microsoft Office applications (Outlook, Word, Excel)

At least 2+ years of experience within the insurance/construction/restoration industry.

Strong math/accounting skills, demonstrated financial acumen skills

Detailed oriented, organized, and efficient.

No tolerance for errors or oversights.

Customer Service Skills

Communication skills

Administration skills

Ability to learn and operate our primary operating systems: RMS, Xactimate, TSheets, Luxor, Contractor Connection, ADP, SharePoint, and One Drive

Ability to create documents and invoices

Ability to answer and communicate with customers/teammates over the phone

Ability to coordinate multiple jobs within the same time frame

Stress Management and Composure

Maintain a level of confidentiality

Preferred but not required

Familiarity with different insurance carriers and their guidelines

Customer service experience

Administrative experience

Bachelor's or Associates degree preferred

Benefits and Compensation:

Industry certifications reimbursement program

Health, dental and vision insurance

Paid holidays, sick and vacation days

Embedded training and development opportunities with opportunity for career advancement

401(K) plan with company match after 1 year

Great culture and fun team building events

About Us Founded in 1966, Paul Davis is a rapidly growing network of more than 300 independently owned and operated franchises providing emergency services to repair and clean-up damage to residential, institutional, and commercial structures from fire, water, storm, mold, and other disasters. Paul Davis Restoration of Northern VA, founded in 2006, continues to experience rapid growth and expansion. We are looking for leaders to provide extraordinary care serving others in their time of need.

Paul Davis Restoration of Northern VA embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

For Veterans: Paul Davis Restoration of Northern Virginia is an Official V3 Certified (Virginia Values

Veterans) company and a strong supporter of hiring Veterans!

The Location

Virginia Counties: Loudoun, Fairfax, Fauquier, Stafford, Prince William