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.