Client Experience & Job Controls Supervisor

Job Description

Job Description

About the Position

Integrated Restoration is looking for a Client Experience & Job Controls Supervisor to own the customer experience and job record from the first call through final closeout.

This is a true accountability seat within the company. The person in this role is responsible for making sure new jobs are captured and entered correctly, customers know what happens next, TPA requirements and deadlines are met, job files remain complete and audit-ready, and administrative closeout requirements do not get lost as a project moves between departments.

This position works across Reconstruction, Mitigation, Contents, Operations and Finance & Administration. It requires someone who can be warm and reassuring with a customer one minute and direct with a Project Manager or support team member the next when something is missing or overdue.

The Client Experience & Job Controls Supervisor also leads one International Support team member responsible for TPA portal updates and documentation.

What You Will Do

Customer & Claim Intake

• Answer inbound customer and insurance claim calls during normal business hours and provide each caller with a clear next step.
• Complete the New Claim Intake process accurately and completely.
• Create new jobs in DASH the same business day with the correct loss category, carrier, assigned personnel and TPA information.
• Ensure TPA jobs are accepted within the required partner window.
• Review and clear after-hours loss debriefs each morning and confirm required information and handoffs are complete.
• Identify incomplete or inaccurate intake information and resolve it before it creates a downstream problem.

Customer Experience & Scheduling

• Serve as a central point of coordination for customers throughout the job lifecycle.
• Schedule non-emergency customer appointments and coordinate next steps with Project Managers and division leaders.
• Make sure customers understand what is happening, what happens next and when they should expect to hear from the company again.
• Maintain customer commitments, milestones, dates and next steps in company systems.
• Proactively follow up rather than waiting for customers to call for basic job-status information.
• Surface customer concerns and dissatisfaction early enough for the company to resolve the issue.
• Request feedback and online reviews at appropriate job-closeout milestones.

Job Controls & Documentation

• Independently review job files across Reconstruction, Mitigation and Contents.
• Ensure required photos, forms, authorizations, signatures and supporting documentation are present and current.
• Follow up directly with the responsible Project Manager or team member when documentation is missing.
• Return incomplete or inaccurate work for correction rather than quietly completing it for someone else.
• Escalate repeated, overdue or unresolved compliance issues to the Director of Operations.
• Maintain job records so a carrier, TPA or internal auditor can review the file without reconstructing what happened after the fact.
• Help ensure every active job has an accurate next step, responsible owner and current date.

TPA Compliance & Administration

• Monitor TPA acceptance requirements, SLAs, documentation deadlines and other program requirements.
• Maintain current portal access, credentials and program information.
• Review updates submitted through Contractor Connection, Alacrity, Sedgwick, Westhill and other applicable programs.
• Ensure required TPA updates are posted accurately and on time.
• Identify blocked or missing information before it results in an SLA miss.
• Maintain a clear documentation trail showing what was submitted, when it was submitted and which requirement it satisfied.

Job Closeout Controls

• Verify required administrative closeout information before a job is considered complete.
• Confirm permits, inspections, punch items and warranty requirements are documented appropriately.
• Coordinate with the responsible production division when an outstanding issue prevents clean closeout.
• Ensure open permits, failed inspections, unresolved punch items or incomplete documentation are surfaced before a job closes.
• Maintain accurate job-record information needed by Finance & Administration for lien and last-furnishing reviews.

International Support Leadership

• Direct the daily priorities of the International Support / TPA Administration seat.
• Review the TPA queue daily and ensure nothing remains unresolved past its deadline.
• Conduct a weekly one-on-one with the International Support team member.
• Review work for accuracy and completeness.
• Return incorrect work for correction and provide clear expectations when improvement is needed.
• Escalate recurring performance concerns to the Director of Operations.

Lead & Referral Feedback

• Review incoming Google Local Services leads and provide lead-quality feedback.
• Maintain accurate referral-source information.
• Help Sales & Marketing understand which sources are producing legitimate opportunities.
• Provide operational feedback without owning marketing strategy or advertising decisions.

What This Position Does Not Own

Clear accountability is important at Integrated Restoration.

This position does not own:

• The 24/7 emergency-response staffing rotation.
• Project Manager A/R collection calls or ownership of open customer balances.
• Banking, accounts payable, payroll or bookkeeping.
• HR administration or employee-benefit decisions.
• Technical construction, mitigation or contents quality in the field.
• Estimating, supplements or job profitability decisions.
• Marketing strategy or advertising-spend decisions.

This seat owns the customer experience, job record and controls around the work . The production divisions remain responsible for performing the work correctly.

What We Are Looking For

• At least two years of experience in customer service, project coordination, scheduling, dispatching, administrative operations or a similar role.
• Excellent verbal and written communication skills.
• A warm, professional and confident phone presence.
• Strong organization, accuracy and follow-through.
• Ability to manage multiple active priorities and frequent interruptions without losing important details.
• Comfortable working directly with customers experiencing stressful property losses.
• Ability to identify when something is wrong or incomplete and take ownership of getting it corrected.
• Confidence communicating directly with Project Managers, supervisors and leadership.
• Ability to give constructive feedback and hold another team member accountable.
• Strong judgment regarding when an issue can be resolved independently and when leadership needs to become involved.
• Comfortable learning new software, processes and technical requirements.
• Working knowledge of Microsoft Office, Teams, email, spreadsheets and cloud-based documentation systems.

Helpful Experience

Experience with any of the following is helpful, but not required:

• Property restoration
• Construction
• Insurance claims
• DASH
• TPA programs
• Contractor Connection
• Alacrity
• Sedgwick
• Westhill
• Customer scheduling
• Dispatch
• Job-file auditing
• Compliance or quality-control documentation

We are willing to teach the restoration industry to the right person who brings strong communication, organization, judgment and accountability.

What Success Looks Like

You are successful in this seat when:

• New claims are captured completely and entered in DASH on time.
• TPA acceptance deadlines are consistently met.
• After-hours debriefs are cleared each morning without information being lost.
• Customers know what is happening and what happens next.
• Customers are not routinely calling the company for basic job-status information they should already have.
• TPA updates are accurate and completed within required deadlines.
• Credentials and portal access remain current.
• Job files can be pulled at random and withstand review without missing critical documentation.
• Missing information is caught early and returned to the responsible person for correction.
• Customer dissatisfaction is surfaced internally before it becomes a public complaint.
• Review requests consistently go out at closeout.
• Permit, inspection, punch and warranty requirements are documented before jobs close.
• International Support maintains a current and accurate queue.
• Leadership and Project Managers can trust the information contained in DASH and the job record.

What We Offer

• Medical, dental and vision insurance for eligible employees
• 401(k) with company match
• Paid time off
• Paid holidays
• Training and development in restoration, insurance programs, TPA requirements and company systems
• Opportunity to own a key functional seat within a growing restoration company
• Advancement opportunities as the company continues to grow

Who We Are

Integrated Restoration has served Northeast Ohio for more than 25 years, helping homeowners, businesses and property managers recover from water, fire, mold and other property losses.

Our work is built around five core values:

• Communication: Clear, early and often
• Learning: Constant improvement
• Excellence: Every job, every client, every time
• Accountability: Own the outcome
• Reliability: Do what we say

We are looking for someone who wants more than a task list. We want someone who wants to own a function, improve it and become the person the rest of the company can rely on to know that the customer and the job record are being taken care of.

Integrated Restoration is an Equal Opportunity Employer. We provide equal employment opportunities to employees and applicants without regard to any status protected by applicable federal, state or local law.

We’re a full-service restoration company with a mission of restoring peace of mind to our customers. When homes or businesses suffer a flood, fire, or storm, they need someone who will rebuild their space with care and skill.

We’re built on five Core Values:

Communication – Clear and professional dialogue
Learning – Always improving
Excellence – Good enough isn’t
Accountability – If you touch it, you own it
Reliability – We do what we say and show up on time

Company Description

We’re a full-service restoration company with a mission of restoring peace of mind to our customers. When homes or businesses suffer a flood, fire, or storm, they need someone who will rebuild their space with care and skill.\r\n\r\nWe’re built on five Core Values:\r\n\r\nCommunication – Clear and professional dialogue\r\nLearning – Always improving\r\nExcellence – Good enough isn’t\r\nAccountability – If you touch it, you own it\r\nReliability – We do what we say and show up on time