Client Care Coordinator

Job Description

Job Description

First Restoration Services of Asheville is a busy full-service Disaster Restoration Company looking for an experienced Customer Care Coordinator to join our Asheville, NC team.

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.

At First Restoration Services 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.

Summary:

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, help 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. 

Key Responsibilities: 

• 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 them to customers through third-party systems such as Encircle and PandaDoc. 
• Ensure all proper documentation is provided prior to final invoice projects.  
• Create invoices in NetSuite and submit them to clients. 
• Ensure notes are entered into all open jobs, contacting relevant participants, and escalating to the department manager as required. 
• Support 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 of Weekly WIP Meetings with Operations Team  
• All other duties as assigned. 

Qualifications and Skills: 

• Customer Service oriented 
• Team oriented 
• Strong Communication Skills 
• Effective time management 
• Analytical  

• Problem Solving  
• Technical Skills  
• Interpersonal  
• Attention to Detail 
• Dependable 
• Proactive 
• Effective Multitasking 

Requirements: 

• Must be able to pass a background check 
• Must be able to pass a drug screen 

Education: 

• High School, GED, or Equivalent. 

 

Physical Requirements/Working Conditions: 

• The majority of the role will involve sitting at a desk or workstation for extended periods while handling tasks such as answering phone calls, responding to emails, and updating client information. 
• Frequent use of a computer and keyboard for data entry, client communication, and record-keeping. This may involve repetitive hand motions and extended periods of typing or using a mouse. 
• While the role generally does not involve heavy lifting, there may be occasional light lifting (up to 20 pounds) 

Work Environment: 

• Client Care Coordinators work in an office environment. The work may be performed at a desk or workstation, interacting with clients and colleagues via phone, email, or in person. 
• The role requires regular interaction with clients over the phone, or virtually. Strong communication skills are crucial for handling inquiries, providing information, and resolving concerns. 
• Client Care Coordinators often work closely with other departments, including sales and operations. Collaborate to ensure the client’s needs are met and ensure smooth coordination between teams. 
• The work environment can be fast-paced, with frequent changes in priorities, particularly in response to client requests, urgent situations, or deadlines. Multitasking and adaptability are essential. 
• The role often requires the use of technology, including Customer Relationship Management (CRM) systems, scheduling software, email, and phone systems to coordinate client care. Comfort with various office tools and software is important. 

Salary: $24.00-$26.00

Benefits:

• Medical, dental, and vision insurance
• 401k with up to 4% company match
• Paid Vacation time
• Paid Sick time
• 6 paid holidays annually, 1 floating holiday
• Weekly pay