Customer Service Coordinator

Description

EARTH. FIRE. WATER. AIR.

If you wield the power to harness these elements, keep reading…

Emergency Restoration Experts (ERX) has been in business since 2013. We are a growing company providing superior emergency property restoration services restoring structural and personal property caused by water, fire, mold, storm, biohazard, and other conditions. We serve customers with our mission in mind, “Every time we interact with others, we do so to improve their lives.” With over 10 years of experience, ERX is an industry leader that demonstrates a commitment to and customer satisfaction by following the best practices and industry standards to meet the needs, wants, and desires of our customers. We have a vision that one day we will become the “Titans” of the Restoration Industry.

So, what does it mean to be a TITAN?

To be a TITAN for ERX means you not only know the industry but that you truly believe in our core values. Having said that…

OUR CORE VALUES

WORK HARD & HAVE FUN DOING IT

OWN IT

FAITH

FAMILIES FIRST

GROWTH-DRIVEN MINDSET

Summary of Responsibilities

The Customer Service Coordinator supports the operations team by managing job documentation, communication, and customer interactions throughout the restoration process. The Customer Service Coordinator also serves as the central communication hub, ensuring a high level of service and operational coordination between divisions. This role ensures that projects are organized, tracked, and communicated effectively to deliver high-quality service and customer satisfaction. Additionally, this role serves to tie together all aspects of the business to ensure the customer is taken care of at every step of the process.

Essential Duties and Responsibilities

• Create and maintain a Central Job File for each job, including ancillary files where needed. Review and update Third-Party Administrator (TPA) files daily to ensure compliance with requirements (such as progress notes, photos, or documentation).
• Ensure complete and accurate data entry to support efficient production management.
• Track project progress through each phase, updating notes and systems as information becomes available.
• Manage project tracking tools, including databases, production boards, and recurring reports.
• Triage and manage project-related communications (emails, calls, updates).
• Communicate effectively with clients and internal stakeholders.
• Working with operational staff for coordinating and scheduling purposes.
• Work closely with the customers, insurance companies, and third-party administrators on various timely administrative duties.
• Serve as a secondary representative to clients, ensuring professional communication and issue resolution.
• Conduct proactive “Pulse Check” calls with customers twice weekly to monitor satisfaction, identify concerns, and elevate issues as needed.
• Maintain ongoing contact with customers to evaluate progress and satisfaction.
• Support project managers in maintaining low Accounts Receivable (target: minimal at 30-60 days; zero AR beyond 60 days).
• Assist in the creation of work orders and other supporting documentation.
• Provide updates, reports, and metric data to management on a weekly basis.
• Partner with project managers to ensure projects run smoothly and customer expectations are met.
• Perform other duties as assigned.

Requirements

Required Skills and Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Education and/or Experience – High school diploma or general education degree (GED), and one to two years related experience and/or training; or equivalent combination of education and experience. Previous experience in project coordination, preferably in restoration, construction, or related industries. Experience must involve customer service management.
• Customer Service – Ability to demonstrate a positive brand awareness in all interactions with customers and deliver responsive, professional customer service by proactively addressing concerns, providing timely updates, and ensuring a positive experience throughout the project cycle.
• Language Skills – Ability to read and comprehend simple instructions, correspondence, and memos.
• Communication Skills – Be able to effectively communicate orally and in writing in English. Ability to communicate effectively with customers and across all departments.
• Computer/Technical Skills – Comfortable working with computers, standard office software, and peripheral equipment. Familiarity with Microsoft Office (especially Outlook and Excel) is preferred. Experience with project management software, CRMs, or industry-specific platforms such as DASH is a plus but not required.
• Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure for basic algebraic and geometric calculations.
• Reasoning Ability - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving few concrete variables in standardized situations.
• Vision – Ability to review documents, multiple screens, and read handwritten documents.

Employment At-Will

Employment is voluntarily entered into, and employees are free to resign at will at any time - with or without cause. Similarly, the company may terminate the employment relationship at will at any time - with or without notice or cause, so long as there is no violation of applicable federal or state law.

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 regularly required to sit, reach with hands and arms, and talk and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 10 lbs. (i.e., laptop or monitor) in order to move it as needed. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job while in the office. The noise level in the office work environment is usually quiet. The office work environment generally consists of indoor heated and cooled office space.