Client Care CoordinatorBasic 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, 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 equivalentBachelor's degree is preferredExcellent administrative and process skillsCustomer Service ExperienceThree plus years of experience in an Administrative PositionExperience with Microsoft Office Suite 365Ability to learn and operate our primary operating systems: RMS, Xactimate, TSheets, PDConnect, SharePoint, and OneDriveAbility to provide/coordinate IT support within the local office setting and home office in MSPAbility to work independentlyKey SkillsHighly OrganizedAbility to prioritize tasksHigh level CommunicatorEvaluated On:Quality Jobs on Budget within the TeamTRUTH ScoreOverall Duties Include:Answer incoming calls on office and mobile linesComplete intake for new losses for mitigation, contents and reconstruction departmentsInitiate, 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 teamEnsure the client's needs are met from start to completion of jobComplete job notes in operating systemsComplete compliance tasks in main operating systems, RMSCreate new loss (jobs and projects) filesCreate and send invoices for jobs/projectsCreating & Maintenance of job files, project documentation and job closings.Assist with collection calls for the Accounts Receivable departmentConfirm written payment schedule and collection of deductiblesEducate customer on the Paul Davis process.Run reports in main operating system, RMSConfirm that the current jobs are on scheduleMonitor 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 informationProvide onsite documentation support utilizing DocuSign or the likeMaintain a collection goal of: No Accounts Receivable to be over 90 daysAdherence to Service Level AgreementsMaintain a Net Promoter Score minimum monthly average of 60.0Close the Loop 100% of the time within 24 hoursAssist with order deliveriesAssist with follow-up on needed documentation for job files. Ex: Certificate of CompletionsAssist team with facilitating accounting adjustments.Assist with coordination of subcontractor confirmations and documentation.On-going assistance with subcontractor recruiting.Overall office administration per direction from general managerCompensation: $35,000-$45,000Since 1966, Paul Davis has been an industry leader in the areas of property damage mitigation, reconstruction and remodeling. With more than 370 offices in our franchise network, the company serves residential, institutional, and commercial customers and clients across the United States and Canada.We have built our heritage one project at a time, establishing a reputation for performance, integrity and responsibility among customers and carriers alike.
Whether property damage is caused by water, fire, smoke, storms or other disasters, we deliver on our promise to deliver excellence, expertise and a customer experience that is second to none. At Paul Davis, our passion for quality drives everything we do.Our Vision:To Provide Extraordinary Care While Serving People In Their Time Of Need.Our Values:Deliver What You PromiseRespect The IndividualHave Pride In What You DoPractice Continuous ImprovementOur Mission:To provide opportunities for great people to deliver Best in Class results