We are a Restoration/Remediation Service Industry
Applicants must respond with a current Resume which includes your email address, the city you live in and phone number.
Job Coordinator
This position description is a composite representation of the actual position. It is not intended to cover all possible position requirements and qualifications or job factors. This document is to help clarify roles and responsibilities. This document should assist in determining priorities.
GENERAL DEMOGRAPHIC INFORMATION
Area: Lynnwood, Washington and Sumner, Washington
Status: Hourly – Monday through Friday 8:00am to 5:00pm
Reports To: General Manager
POSITION SUMMARY: This is a remote administrative role, responsible for a wide variety of duties facilitating the daily flow of new and ongoing active jobs. Requires a marked skill to stay calm under pressure, make quick and excellent judgement calls, and excel at having emotional intelligence. Ability to manage and balance numerous ongoing and fluctuating situations. Strong ability to empathize with the customer and reassure them that we are the right choice for their emergency. Exceptional customer service skills with the significant ability to read between the lines. Strong scheduling abilities are necessary.
POSITION FUNCTIONS AND RESPONSIBILITIES
Front line and first to answer all incoming calls with exceptional customer service.
o Ask detailed questions to determine scope of loss/damage (scripts provided)
Accept, process, and monitor all jobs (Program Jobs and/or Non-Program Jobs)
o Ensure SLA (Service Level Agreements) requirements are met.
o Document all activities in PuroLogic
o Set up new job in PuroLogic in a quick & timely manner.
o Set up / schedule the job on production calendar
You are responsible for completing all necessary functions to complete a customer request for a service appointment. You will also be responsible for any customer follow-up needed and assisting in scheduling ongoing service appointments, including coordination between third-party vendors and insurance claim partners.
We use industry specific as well as proprietary software / programs. You will be trained on the use of these systems to gain expertise and mastery of these systems as a critical component of the growth and efficiency of the company. Timely documentation of notes, uploads and other items will be critical to success in this position.
When applicable - Assign jobs to Technicians under leadership of General Manager
o ascertain a true emergency.
o decipher property damage situation, then coordinate staff availability.
Because we are a 24/7/365 company, you will also participate in the monthly On-Call rotation.
QUALIFICATIONS AND ACCOUNTABILITY
Education and/or Experience:
Requires High School Diploma.
Prior customer service experience – 2+ years preferred.
Remote work experience preferred.
Exceptional computer and Microsoft Office ability is a must.
Strong general knowledge of the Puget Sound geographic region.
Equipment & Software Applications Used (but not limited to) to Perform this Position:
Indicates a high level of experience required.
Computer
Smartphone
MS Office 365
ZOOM
DocuSign
SharePoint
PuroLogic