Client Care Coordinator

RestorePro is a busy full-service Disaster Restoration Company looking for an experienced Client Care Coordinator to join our Durham, NC team. The Client Care Coordinator is responsible for consistent communication with our clients (property owners or agents), providing updates on the status of the project & the next steps. In addition, helping guide customers through the insurance loss process. This is a high-volume call role, requiring both incoming and outgoing calls daily. Additionally, the Coordinator oversees file compliance, provides administrative support to managers, handles the generation and submission of invoicing clients, and payment follow-ups for under 30 days. We specialize in restoring residential and commercial properties after emergency situations caused by water damage, flood damage, mold damage, fire/smoke damage, and biohazard/trauma events. Must have a valid driver's license and transportation. Must be able to rotate on-call after hours. Must be drug-free and pass a background check. Pay is based on experience. RestorePro will pay for continuing IICRC certification renewals. Higher starting pay for individuals experienced in multiple aspects of restoration. At RestorePro Reconstruction you'll find not just a job, but a career with purpose and growth. If you're looking for a place where your contributions are valued, your career is supported, and your work makes a difference, we would love to have you on our team. Essential Functions: Qualify jobs on intake and entering all information possible/available into HubSpot (job management software) Send Introduction C3 email with contact information for each new lead entered in NetSuite. Create/Update Work Breakdown Structure (WBS) for all projects. Create Sales Order to match WBS and ensure all information including activity codes are accurate on sales order. Ensures all relevant dates, notes, photos, and documents are in NetSuite. Send out all Project Manager assignments with necessary information. Client Care Check-In Calls - ensure consistent communication with the customers weekly. Responsible for obtaining verification of work progress/completion and gauging the customer's satisfaction. Follow up on all after-hour existing customer calls and ensure all notes are entered into NetSuite. File liens on accounts and complete Lien Waivers for Commercial Properties Set action items for self and Project Manager in contact with the client. Create contracts and submit to customers through third-party systems such as Encircle and PandaDoc. Ensure all proper documentation is provided prior to final invoicing projects. Create invoices in NetSuite and submit them to clients. Ensure notes are entered in all open jobs, contacting relevant participants, and escalating to the department manager as required. Collections Management as needed with the A/R and Project Manager teams. Process customer payments via payment portal and notify A/R Manager of all payments with transaction number included. Collect and document collection of the insurance deductible. Ensure 50% of estimated project value is collected before the job is started on non-insurance work or appropriate owner approval is documented. Create draw schedules as needed. Ensure the timely invoicing of all jobs as outlined by compliance tasks. Escalate any reconstruction job to management where the billing packet has become past due. Ensure attendance to Weekly WIP Meetings with Operations Team All other duties as assigned. Competencies: Customer Service oriented Team oriented Strong Communication Skills Effective time management Analytical Problem Solving Technical Skills Interpersonal Attention to Detail Dependable Proactive Effective Multitasking Physical Demands The physical demands described here are representative of those that must be met by an employee 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 frequently required to stand, walk and sit. The employee is frequently required to use hands to finger, handle, or feel; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include depth perception. Salary: $22.00-$23.00 plus overtime Benefits: Medical, Dental, Vision, & Life Insurance 401k with up to 4% company match HSA and FSA Paid Vacation Paid sick time 6 Company paid holidays plus 1 floating holiday Weekly pay Who is RestorePro Reconstruction? RestorePro Reconstruction was founded in 1986 and is one of the highest-rated and most trusted restoration companies in the Southeast. We are a FLEET Partner company with nine offices throughout NC, SC, and in TN. We specialize in emergency water removal, mold remediation, and fire damage repair for residential and commercial clients. Please visit . Why work at RestorePro? Working at RestorePro Reconstruction is a unique opportunity to be a part of a company that has a passion for helping people often in one of the worst days of their life. We pride ourselves on our core values; Urgency, Customer First, Empathy, Integrity, & Personal Excellence. *RestorePro Reconstruction is an equal opportunity employer that 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

Created: 2024-11-05