Lead Administrative Assistant

Lead Administrative Assistant

SERVPRO Team Drake is seeking a highly organized, experienced, and motivated Lead Administrative Assistant to help oversee daily administrative operations and support our growing restoration team. The ideal candidate will have prior experience in the water, fire, mold, or property damage restoration industry, strong leadership abilities, exceptional communication skills, and the ability to manage multiple priorities in a fast-paced environment. This position plays a key role in maintaining an efficient administrative department, supporting project teams, coordinating daily workflows, and ensuring excellent customer service. We are looking for someone who takes initiative, demonstrates accountability, leads by example, and can help guide and develop administrative team members while maintaining a high standard of accuracy and professionalism.

Key Responsibilities

• Assist the Office Manager in overseeing daily administrative operations and ensuring tasks are completed accurately and efficiently.
• Provide daily guidance, training, and support to administrative assistants and front-office personnel.
• Help coordinate administrative workloads, prioritize assignments, and monitor task completion.
• Serve as a primary point of contact for administrative questions, escalations, and operational support.
• Identify opportunities to improve office procedures, communication, and overall efficiency.
• Assist with onboarding and training new administrative employees.
• Promote accountability, teamwork, professionalism, and a positive work environment.

Restoration Operations & Project Coordination

• Support administrative processes related to water mitigation, fire damage, contents restoration, mold remediation, and reconstruction projects.
• Assist with coordinating new loss intake, job assignments, scheduling, and communication between departments.
• Monitor incoming work orders, customer requests, and project updates to ensure timely follow-up.
• Work closely with Project Managers, Project Coordinators, Schedulers, and field personnel to maintain accurate job information.

Customer Service & Communication

• Maintain a high level of customer service when communicating with property owners, insurance representatives, vendors, and internal team members.
• Assist with escalated customer concerns and ensure timely, professional resolutions.
• Oversee proper handling of incoming calls, emails, customer inquiries, and new loss notifications.
• Ensure customers receive accurate information and timely communication regarding their projects.
• Maintain professional relationships with internal departments, insurance partners, and external vendors.

Documentation & Quality Control

• Review administrative work for completeness, accuracy, and compliance with company procedures.
• Assist with maintaining accurate digital job files, customer information, and project documentation.
• Support consistent use of company software, tracking systems, and shared documentation platforms.

Required Qualifications

• Minimum 2 years of administrative experience in the restoration, mitigation, insurance restoration, or property damage industry preferred.
• Previous experience in a Lead Administrative Assistant, Senior Administrative Assistant, Office Coordinator, or similar leadership position preferred.
• Strong understanding of water damage mitigation, fire restoration, mold remediation, and reconstruction workflows.
• Familiarity with insurance claims, restoration documentation, and job file requirements.
• Excellent organizational skills with the ability to multitask and prioritize competing deadlines.
• Strong written and verbal communication skills.
• Proven ability to lead, train, and support team members.
• High attention to detail, accuracy, and follow-through.
• Ability to remain calm, professional, and solution-oriented under pressure.
• Strong computer skills, including Microsoft Office, Outlook, Excel, and digital file management.
• Ability to work independently while collaborating effectively with multiple departments.
• Dependable, proactive, and committed to delivering quality work.

Preferred Experience & Skills

• Experience working for a SERVPRO franchise or another restoration company.
• Familiarity with restoration management and documentation software such as: Encircle, DryBook, XactAnalysis, Xactimate, MICA / MICA Exchange.
• Experience developing administrative processes, training materials, or workflow procedures.
• Bilingual English/Spanish is a plus.

Ideal Candidate

• Demonstrates leadership through initiative, accountability, and professionalism.
• Has a strong understanding of the urgency and demands of the restoration industry.
• Can confidently prioritize tasks and make sound decisions in a fast-paced environment.
• Takes ownership of responsibilities and follows through without constant reminders.
• Enjoys supporting and developing other team members.
• Recognizes problems early and proactively works toward solutions.
• Understands the importance of accurate documentation, timely communication, and exceptional customer service.
• Is adaptable, dependable, and motivated to grow with the company.

Hours

40 hours/week. Hours between 7:00am and 7:00pm. Must be flexible to work overtime when required.

Pay Rate

Competitive pay based on experience. Please visit our website for additional information. Compensation: $24.00 - $27.00 per hour.