Client Care Coordinator/Office Administration

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, contents and reconstruction jobs. The Coordinator will provide support to the Team, ensure KPI compliance, assist with scheduling and dispatching. General Office Administrative Support and

Basic Requirements:

• High School Diploma or equivalent
• Bachelors degreeis 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 provide/coordinate IT support within the local office setting and home office in MSP
• Ability to work independently
• Key Skills
• Highly Organized
• Ability to prioritizetasks
• 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, contents and reconstruction departments
• Initiate, maintain and bring to conclusion communication with customer.
• Facilitate daily huddles with team to capture high priorities and next steps.
• Makes initial contact of loss to team

• Ensure the clients 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 documentationand job closings.
• Assist withcollection 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.
• AssistProject Managers, Estimators,Field Supervisors, and Team Leads with job updates and job information
• Provide onsite documentation support utilizing DocuSign or the like
• 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
• Assist withfollow-up on needed documentation for job files. Ex: Certificate of Completions

• Assist team with facilitating accounting adjustments.
• Assist withcoordination of subcontractor confirmations and documentation.
• On-going assistance with subcontractor recruiting.
• Overall office administration per direction from general manager