Job File Coordinator / Customer Service Representative

Who We Are :

We are SERVPRO of NW Charlotte. We are part of a team that is a national leader in property disaster restoration. From initial clean-up to complete rebuilds, SERVPRO is there for people who have suffered property loss every step of the way.

We have a long-standing reputation as a leader in our industry.

The Role :

Practicing excellent customer service skills (internally and externally), extreme organization, and attention to detail, you will perform project coordination tasks related to customer calls, team coordination, job monitoring, tracking, and collections.

You have the ability and personality to tactfully and confidently hold others accountable. You will make sure all the important information is complete and in the right place.

The Details :

• Answer customer calls.
• Open job files and monitor status.
• Ensure customer requirements are followed.
• Review and validate initial field documentation.
• Create preliminary estimates.
• Ensure that communications with the customer and internal team members are clear, detailed, and frequently updated.
• Prepare job file reports, perform job file backups, and complete the job file audit process.
• Complete and review job file documentation for final upload and audit process.
• Close out jobs.
• Make collection calls.
• Collaborate with Contents Department.
• Draft correspondence and create reports as needed.

What you must have :

• An absolutely strong work ethic, high energy, and drive to go the extra mile to achieve excellence.
• A low drama threshold. We are here to enjoy each other and our work, not create problems.
• That positive team attitude! We work hard, we have fun, and we have each other’s backs!
• The desire to learn, grow and develop your career
• Two or more years of administrative, organizational office-related experience.
• Experience in restoration, commercial cleaning, or moving, and / or property insurance is very helpful.
• Experience with writing estimates, job file processes, and quality assurance, a plus.
• Outstanding written and verbal communication skills, including proper pronunciation and grammar.
• Ability to maintain a consistently courteous and professional tone of voice.
• Ability to remain calm and professional during tense or stressful situations.
• Excellent organizational skills and strong attention to detail.
• Ability to work in a fast-paced, team-oriented office environment.
• Proficiency in Microsoft Office (i.e. Outlook, Word, Excel, PowerPoint).
• Ability to learn new software, including Xactimate and other restoration proprietary software.
• Ability to complete an acceptable background check subject to applicable laws.

What we offer :

• A friendly and fast-paced work environment.
• A competitive salary.
• Medical, dental, and vision insurance.
• 401(k) plan with a generous employer match.
• Access to training for personal and professional development.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise.

SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.