Client Care Coordinator
Dayspring Restoration, a partner company of FLEET Response, is a leader in the disaster restoration industry while making a difference in people's lives.
We are passionate about helping people-it is truly what fuels us to come to work every day! Position Summary / Purpose The Client Care Coordinator (C3) is responsible for consistent communication with our customers, providing updates on the status of projects, the next steps in the project, as well as helping guide them through the insurance loss process.
This is a high-volume call role, requiring both incoming and outgoing calls daily.
Additionally, the C3 oversees file compliance, provides administrative support to managers, handles the generation and submission of invoices to customers, and the timely collection of payment from customers.
Principle Duties and Responsibilities Qualifying jobs on intake and entering all information possible/available into the job management software.
Ensures all relevant dates, notes, photos, and documents are in job management software(s) from Project Managers, Subcontractors, and Internal Crew site visits.
Client Care Calls - ensure there is constant (most often daily) communication with the customer.
Responsible for obtaining verification of work completed, advisement of what will be scheduled for the next day and gauging the customer's satisfaction.
File Liens and complete Lien Waivers as necessary.
Track missing details and follow up to get any other homeowner and insurance/mortgage information not obtained on the initial call - setting action items for self and Project Manager in contact with the client.
Create payment contracts and submit them to customers for signature.
Creating invoices and submits them to clients via email and/or regular mail.
Ensures payment for services is tracked and collected within 30 days of the invoice date - escalates to management when an issue is first identified or if collection exceeds 30 days.
Ensure notes are entered in all open jobs, contacting relevant participants, and escalating to the department manager as required.
All other duties as assigned.
Performance Competencies Team Oriented - Willing to contribute skills, knowledge, and efforts towards the success of the team, prioritizing the team's achievement over personal gain.
Dependable - the individual can be relied upon or trusted to consistently perform and deliver expected results--is trustworthy, responsible, and capable of fulfilling commitments and tasks.
Customer Service Oriented - The individual has a strong commitment to providing excellent service, addressing customer concerns, and ensuring customer satisfaction.
Actively listens to customers, empathizing with their situation, and going the extra mile to deliver personalized solutions.
Integrity - Uncompromising, ironclad.
Does not cut corners.
Does what is right even when it means taking a stand.
Not politically expedient.
Oral Communication - the individual speaks clearly and persuasively in positive or negative situations.
Effective in one-on-one and small group situations.
Adaptable and able to think on his/her feet.
Written Communication - Writes clear, precise, well-organized letters, proposals, and emails.
The individual edits work for spelling and grammar and can read and interpret written information.
Uses appropriate vocabulary and grammar.
Planning & Organizing - Plans, organizes, and schedules their time in an efficient and productive manner.
Focuses on key priorities.
Effectively manages multiple projects simultaneously.
Pays attention to details and is proactive in ensuring key initiative are complete.
Manages personal time well.
Mature Judgment and Decision Making - Demonstrates consistent logic.
Anticipates consequences of decisions.
Technology - the individual regularly uses standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work performed.
Qualifications - Knowledge, Skills and Abilities Education and Experience Associates (2-year) degree in business-related field or high school (or GED) diploma plus two (2) experience in administrative role/office environment, focus on customer interaction/service.
Experience in the property insurance restoration industry a plus.
Computer skills Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Office, Word, Excel, QuickBooks, and Company Project Management Software.
Physical Demands The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear.
The employee is frequently required to stand and walk.
The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.
Working Conditions This work of this position is predominantly carried out in an office environment.
Regular exposure to the shop where vehicles and equipment are housed and maintained is expected The noise level in the work environment is usually quiet.
Department Office Employment Type Full-Time Minimum Experience Experienced Recommended Skills Administration Attention To Detail Communication Customer Satisfaction Customer Service Decision Making Estimated Salary: $20 to $28 per hour based on qualifications.
We are passionate about helping people-it is truly what fuels us to come to work every day! Position Summary / Purpose The Client Care Coordinator (C3) is responsible for consistent communication with our customers, providing updates on the status of projects, the next steps in the project, as well as helping guide them through the insurance loss process.
This is a high-volume call role, requiring both incoming and outgoing calls daily.
Additionally, the C3 oversees file compliance, provides administrative support to managers, handles the generation and submission of invoices to customers, and the timely collection of payment from customers.
Principle Duties and Responsibilities Qualifying jobs on intake and entering all information possible/available into the job management software.
Ensures all relevant dates, notes, photos, and documents are in job management software(s) from Project Managers, Subcontractors, and Internal Crew site visits.
Client Care Calls - ensure there is constant (most often daily) communication with the customer.
Responsible for obtaining verification of work completed, advisement of what will be scheduled for the next day and gauging the customer's satisfaction.
File Liens and complete Lien Waivers as necessary.
Track missing details and follow up to get any other homeowner and insurance/mortgage information not obtained on the initial call - setting action items for self and Project Manager in contact with the client.
Create payment contracts and submit them to customers for signature.
Creating invoices and submits them to clients via email and/or regular mail.
Ensures payment for services is tracked and collected within 30 days of the invoice date - escalates to management when an issue is first identified or if collection exceeds 30 days.
Ensure notes are entered in all open jobs, contacting relevant participants, and escalating to the department manager as required.
All other duties as assigned.
Performance Competencies Team Oriented - Willing to contribute skills, knowledge, and efforts towards the success of the team, prioritizing the team's achievement over personal gain.
Dependable - the individual can be relied upon or trusted to consistently perform and deliver expected results--is trustworthy, responsible, and capable of fulfilling commitments and tasks.
Customer Service Oriented - The individual has a strong commitment to providing excellent service, addressing customer concerns, and ensuring customer satisfaction.
Actively listens to customers, empathizing with their situation, and going the extra mile to deliver personalized solutions.
Integrity - Uncompromising, ironclad.
Does not cut corners.
Does what is right even when it means taking a stand.
Not politically expedient.
Oral Communication - the individual speaks clearly and persuasively in positive or negative situations.
Effective in one-on-one and small group situations.
Adaptable and able to think on his/her feet.
Written Communication - Writes clear, precise, well-organized letters, proposals, and emails.
The individual edits work for spelling and grammar and can read and interpret written information.
Uses appropriate vocabulary and grammar.
Planning & Organizing - Plans, organizes, and schedules their time in an efficient and productive manner.
Focuses on key priorities.
Effectively manages multiple projects simultaneously.
Pays attention to details and is proactive in ensuring key initiative are complete.
Manages personal time well.
Mature Judgment and Decision Making - Demonstrates consistent logic.
Anticipates consequences of decisions.
Technology - the individual regularly uses standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work performed.
Qualifications - Knowledge, Skills and Abilities Education and Experience Associates (2-year) degree in business-related field or high school (or GED) diploma plus two (2) experience in administrative role/office environment, focus on customer interaction/service.
Experience in the property insurance restoration industry a plus.
Computer skills Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Office, Word, Excel, QuickBooks, and Company Project Management Software.
Physical Demands The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear.
The employee is frequently required to stand and walk.
The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.
Working Conditions This work of this position is predominantly carried out in an office environment.
Regular exposure to the shop where vehicles and equipment are housed and maintained is expected The noise level in the work environment is usually quiet.
Department Office Employment Type Full-Time Minimum Experience Experienced Recommended Skills Administration Attention To Detail Communication Customer Satisfaction Customer Service Decision Making Estimated Salary: $20 to $28 per hour based on qualifications.
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