Service Coordinator

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

ServiceMaster TRS: Total Restoration Services is a leading provider of disaster restoration services, specializing in water and fire damage restoration for both residential and commercial clients. With a commitment to excellence and a dedication to restoring peace of mind, we strive to exceed customer expectations in every project we undertake. Our team is composed of passionate professionals who are driven by a shared vision of delivering exceptional service and making a positive impact in the communities we serve.

Position Summary:


The Service Coordinator role is dedicated to delivering best-in-class customer service, acting as the primary point of contact for customers and clients, ensuring their needs are met promptly and professionally. The Service Coordinator also plays a pivotal role in optimizing the efficiency of the front office operations. As the hub for all claims, the coordinator liaises with customers, assists insurance representatives, and coordinates service. Ensuring adherence to required Cycle Time and insurance Service Level Agreement deadlines is a key responsibility. Daily job reviews are conducted by the Coordinator to maintain oversight of all open jobs. Additionally, the Coordinator is responsible for all invoicing and supports accounts receivable for the branch.

A successful coordinator will demonstrate tenacity and excel in a fast-paced environment. Detail-oriented individuals who can effectively manage multiple projects at varying stages of completion will thrive in this position.

Essential Functions:


Customer Service Excellence

• Answer incoming calls promptly and courteously within established timeframes.
• Provide best-in-class customer service by actively listening to customer inquiries, concerns, and requests.
• Respond to customer inquiries promptly and accurately, ensuring their needs are met in a timely manner.
• Demonstrate empathy and patience when dealing with customer complaints or issues, striving to resolve them to the customer's satisfaction. Document actions and resolutions.
• Demonstrate strong proficiency of company services and industry knowledge.
• Maintain a professional appearance and demeanor.

Claims Process Management

• Understand the claims flow process Water Mitigation, Fire Mitigation, Contents, and other projects.
• Understand all program guidelines, including cycle times and SLAs required for each job and phase.
• Manage data entry for each claim from First Notice of Loss through to completion of job in the CRM system.
• Daily review of job documentation and compliance tasks and follow up with relevant participants to ensure on-time completion and/or updates, escalating to the department manager as required.
• Monitor and update jobs in required operating system, making sure the job flows efficiently through the claims process and meets cycle time requirement.
• Ensure that photos, and other documents are appropriately described, titled and uploaded in real time.
• Follow up to get missing required data from homeowner and insurance representatives not obtained on initial call.
• Obtain service and scope approvals from insurance representatives as needed.

Operational Support and Collaboration

• Work closely with the Production Manager to coordinate and manage service scheduling.
• Assist production employees with setting up sub-contractors/vendors as needed for projects.
• Prepare loss folders ensuring Master Moments are included.
• Participate in on-call administrator rotation, as needed, involving some nights and weekends.
• Track storage of customers personal property and invoices, accordingly
• Distribute and processe all company mail, daily.
• Process weekly payroll for branch, including entry of all weekly production bonuses.
• Compiles pack-out inventories from technician data.

Finance and Accounting Support

• Generate timely and accurate invoices in QuickBooks for all completed jobs and handle daily cash receipts and credit card payments.
• Review customer detail in QBO to revenue and expenses are accounted for when invoicing.
• Support Accounts Receivable tasks as needed.

Position Requirements:


Required Qualifications:

• High school diploma or GED; a college degree is preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and the ability to quickly learn new software.
• Strong verbal and written communication skills.
• Strong mathematical proficiency.
• Strong problem-solving skills and detail oriented.
• Ability to manage and prioritize tasks to meet deadlines and client expectations.
• Strong organizational skills and the ability to multitask effectively.
• Dependability and adaptability in a fast-paced environment.
• Proven customer service skills and the ability to resolve conflicts effectively.
• Ability to pass a pre-employment drug test.
• Ability to pass a pre-employment criminal background check.
• Valid Drivers License that meets ServiceMaster TRS insurance specifications.

Preferred Experience and Skills:

• Experience in the restoration or related industry.
• Experience in scheduling and logistics coordination.
• Experience with QuickBooks or similar accounting software.

Travel:


This position does not typically require overnight travel. However, opportunities for overnight travel may be available for out-of-state work or professional development activities.

Physical Demands and Working Conditions:


This role primarily involves sedentary office work, requiring prolonged periods of sitting and extensive use of a computer, keyboard, and phone. The job demands repetitive motion and close visual acuity for tasks such as filing and other clerical duties. Occasionally, the position requires the lifting, carrying, pushing, and pulling of objects weighing up to 20 pounds.

The work environment is predominantly within an office setting, not substantially exposed to adverse environmental conditions. However, site visits may subject the coordinator to various weather conditions and noise levels. This position requires high mental concentration to manage multiple tasks simultaneously and may involve stress due to tight deadlines and urgent client needs.

Other Duties:

The above job description is intended to outline the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary to meet business needs. Employment with ServiceMaster TRS is at-will, and this job description does not constitute a contract of employment.

AAP/EEO Statement:


ServiceMaster TRS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.