Customer Service Coordinator

ServiceMaster NCR has been a leader in disaster response services in the DC Metro area for over 38 years. We specialize in water damage restoration, mold remediation, hoarding and bio-hazard cleanup, and more. If you are looking for a role within a collaborative and supportive work environment, apply today!

We are seeking a proactive and detail-oriented Service Coordinator to join our team. The Service Coordinator will be responsible for managing jobs throughout the restoration and reconstruction process, ensuring timely and accurate communication with customers, insurance agents, and internal team members.

Location: On-Site - Alexandria, VA

Fast Interview and Hiring Process.

Job Description

As the first point of contact for all incoming calls, the Service Coordinator is responsible for speaking with the customer, ongoing customer follow-up, handling service complaints, logistics of dispatching field personnel to jobs while ensuring that job task deadlines are met. The Service Coordinator will be responsible for daily follow-up to ensure that all required documentation, estimates, and procedures are followed according to required program guidelines.

Responsibilities include:

• Answering customer calls and addressing their inquiries
• Scheduling and assigning technicians for service appointments and estimates
• Learning and understanding the claims flow process – Water Mitigation, Mold Remediation, Reconstruction, and other work
• Manages data entry for each claim from the First Notice of Loss through to the completion of the job in the CRM system
• Daily review of compliance tasks and all job tasks are completed on time
• Monitor and update jobs in the required operating system making sure the job flows efficiently through the claims process
• Ensure that uploading photos, and other documents are appropriately described/titled and uploaded in real-time and Follow up to get missing required data from homeowner and insurance/mortgage information not obtained on the initial call
• Manages Customer Service issues and complaints, documenting actions and resolution
• Client Care Calls – ensure constant, often daily, communication with the customer, may communicate with the adjuster 
• Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required

Requirements

• Comfortable speaking on the phone and guiding customers through stressful events.
• Attention to detail and availability to work in a fast-paced environment
• Proficiency in Google Workspace and/or Microsoft Office Suite
• Comfortable learning new software programs
• Excellent communication skills, both written and verbal.
• Ability to multitask, prioritize tasks, and manage time effectively
• Strong organizational skills and the ability to maintain confidentiality and professionalism
• Experience in restoration, construction, or related service industry is a plus.