Operations Coordinator

Description

The Operations Coordinator will assist the Operations Team with managing commercial projects for DKI’s commercial clients. This is a remote position that reports directly to the Operations Consultant (Emergency and CAT Response Lead) but will provide support for the Operations Team as a whole based on workload and client needs. Duties will include, but are not limited to, highest level customer service in order to maintain client experience and retention, dispatching of jobs to DKI Service Providers who are “boots on the ground” for services, monitoring work in progress, securing updates from DKI clients and DKI Service Providers regarding project needs and project progress, and assisting with auditing files in preparation for billing. Position responsibilities include regular communication with DKI clients, DKI Restoration Industry and Trades Service Providers and contractors, Operations Team Consultants, and Operations Team Project Coordinators. Candidates must be able to work with a high degree of accuracy and attention to detail and must work both independently and with colleagues. Above average organizational and time management skills, as well as good interpersonal, verbal, and written communication skills are also required.

Requirements

Responsibilities

• For new projects, communicate to the DKI Service Provider the client’s service level requirements such as billing price list, Not to Exceed costs, limitations on work that can be performed without prior approval, Purchase Order approvals, etc.
• Assist members of the DKI Operations Team in evaluating scope of work for project and work closely with the DKI provider to obtain documents necessary for proposals and billing in a timely manner for client review and approval.
• Maintain up-to-date job file records in DKI’s CRM job platform – adding documents, estimates and photos to the job file.
• Recognize and resolve any issues related to the project to ensure client customer satisfaction.
• Establish and maintain positive relationships with DKI Service Providers to ensure best-in-class service for DKI Clients.
• Manage multiple projects simultaneously with multiple clients.
• Audit and review estimates and projects for estimate accuracy and invoice submission.
• On-Call rotation.
• All other duties as assigned.

Qualifications

• Highly skilled at project management; able to manage multiple projects with various deadlines.
• “Team Player” willing to jump in and help the Operations Team as needed with urgent incoming client jobs and, as knowledge and familiarity with the position grows, take initiative in responding proactively to client and DKI Service Provider needs and requests.
• Strong organization and time management skills, having the ability to organize and schedule assignments to meet priorities and critical work deadlines.
• Strong attention to detail and communication skills; effectively able to communicate both verbally and in writing.
• Ability to perform under stress and thrive in a fast-paced, intense work environment.
• Ability to analyze, diffuse, and problem-solve situations with by negotiating and acting as an intermediary.
• Work efficiently and effectively, both independently and as a team.
• Excellent client and customer service skills.
• Knowledge of Restoration Industry software is (Xactimate, T&M Pro, Moisture Mapping software reports) is a plus but not required.
• Strong business software skills - Microsoft Teams, Microsoft Outlook, Microsoft Office apps.

Must conduct themselves according the DKI Core Values and demonstrate the ability to make significant decisions and exercise sound business judgment in the interest of the department

Work Environment

This is a remote position. The employee will be in a stationary position up to 100% of the time. Most work will be conducted over email, video conferencing, and phone. The successful person must work well with minimal supervision.

WORK WEEK:

Standard is 40 Hours 8AM-5PM local time. Position is expected to work as needed to complete tasks in a timely manner.

On Call Weekly rotation (Every 5-6 weeks)

Travel

This position may require up to 20% travel for client meetings, key jobs, conferences, and trainings.

Education and Experience

• General knowledge of the restoration industry, with experience in mitigation, construction and environmental services, preferred, 1 year.
• Estimating training and experience is a plus, 1 year.
• Associate degree preferred or equivalent of 5 years’ work experience.

Benefits

• Health/Dental/Vision Benefits
• PTO
• Paid Holidays
• 401(k)
• Internet service allowance