Client Care Coordinator

Benefits:

• Dental insurance

• Health insurance

• Opportunity for advancement

• Paid time off

• Training & development

Position: Client Care Coordinator

What does a Client Care Coordinator with Paul Davis do?

• Answer incoming calls on office and mobile lines

• Complete intake for new losses

• Initiate, maintain and bring to conclusion communication with customer.

• Participate in 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

• Perform weekly outbound calls to the customer

• Assist in vendor compliance in operating system

• Accounting support for accounts receivable and accounts payable

• 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 Construction Supervisors, 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 70

• Close the Loop 100% of the time within 24 hours

• Maintain a minimum monthly average of 80 on Scorecard

• 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 team with purchase orders

• Assist with coordination of subcontractor confirmations and documentation.

• Assist customer with product selection as needed.

• On-going assistance with subcontractor recruiting.

• Meet with team no less than weekly for production meeting.

• Meet with Supervisor for Goal Setting and Review

• Visit field staff and job sites as the need arises.

• Attend and actively participate in leadership development trainings such as but not limited to selling, situational leadership, priority management, facilitation, conflict resolution and interviewing

• Participates in marketing and business development as the need arises

• Participates in the collection process of payment from customers

• Complete special assignments as requested by Supervisor

• Participates in emergency services when an "All hands on deck" scenario arises

• Participate in on-going problem solving and practicing continuous improvement of the department and company as a whole

• Participate in Paul Davis social events, Goal Setting and Review, All Team Meetings and as many other opportunities as possible to engage with the rest of the team

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, Xactanalysis, TSheets, PDConnect, SharePoint, and OneDrive

• Ability to work independently

• Highly Organized

• Ability to prioritize tasks

• High level Communicator

• In alignment with company core values

Why The Team Needs You? Serving others in their time of need is not easy. We are a fast-paced, progressive company with a hands-off approach management style. We need someone who can take charge, problem solve, build relationships, and complete tasks while being a stickler for the details. We also want a fun personality that enjoys getting results.

Why Join The Team? We are an industry leader in restoration and reconstruction for insurance providers and commercial properties throughout the United States and Canada. Built upon principles of customer service and leadership, not only living our company values to be more than just a service provider, but to restore communities.

Skills Desired of Team Member:

• Organized, analytical administrative coordinator who likes a fast-paced environment

• Loves talking to people and building relationships

• Likes to problem-solve and help people find solutions

• Enjoys meeting deadlines

• Is a stickler for the details

• Likes math (geometry) and working with numbers and measurements

• Can review data and deductively think through what information might be missing

• Proactive, assertive personality

• Likes to create and follow systems while helping others to follow them as well

• Enjoys scheduling and multi-tasking

• High School Diploma or equivalent

• Professional appearance and courteous manner