What are the responsibilities and job description for the Client Care Coordinator position at Paul Davis Restoration of Greater MSP and the Northland?
Client Care Coordinator
● Do you enjoy playing a support role to help your teammates be successful?
● Are you an empathetic person who enjoys communicating with customers?
● Do you like to work at a fast-pace with shifting priorities and deadlines?
● Is your word your bond……if you tell someone you are going to do something, they know with certainty it will be completed accurately and correctly?
● Can you plan and prioritize your day without being micromanaged?
● Can you dig into the details within systems and understand the next steps?
● Do you enjoy repetitive administrative tasks?
If this sounds like you, I would like to speak with you. To be considered, you must cut & paste this link into your browser and complete the steps.
https://go.apply.ci/s/o8SzbAa804
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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 Team, 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.
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