Customer Service Coordinator

Join ServiceMaster TRS: Total Restoration Services, a dynamic leader in disaster restoration.
We specialize in water and fire damage services for both residential and commercial clients.
With the recent acquisition of ServiceMaster by Wills, a trusted name in Connecticut, we're expanding our reach and impact.
Our growth is driven by a seasoned leadership team and a strategic vision for the future.
As a Service Coordinator in our Hartford office, you'll be at the forefront of this exciting expansion, playing a key role in managing operations and customer relations.
We offer competitive compensation and a supportive environment where your contributions are valued and your professional development is a priority.
Be a part of a team where your efforts directly contribute to our growth and success! Position Overview The Service Coordinator ensures the front office runs at maximum efficiency.
As the hub of all claims, the coordinator is responsible for speaking with the customer, ongoing customer follow up, handling service complaints, assisting insurance representatives, and scheduling production personnel while ensuring that the required Cycle Time and insurance Service Level Agreement task deadlines are met.
Responsible for daily job reviews to keep a pulse on all open jobs in the office.
The Coordinator is responsible for all invoicing and accounts receivable for the branch, making sure to handle them both in a detailed and productive manner.
A successful Coordinator will possess tenacity and thrives in a fast-paced environment.
The coordinator who is detail oriented and able to focus on many projects in varying degrees of completion will be most successful in this position.
Job Responsibilities Understanding of the claims flow process – Water Mitigation, Fire Mitigation, Contents, and other Environmental work.
Responds to all phone calls courteously within 3 rings.
Manages data entry for each claim from First Notice of Loss through to completion of job in the CRM system.
Monitor and update jobs in required operating system making sure the job flows efficiently through the claims process requirements and cycle times.
Daily review of compliance tasks and all job tasks.
Follow up as needed to ensure on-time completion and/or updates.
Ensure that photos and other documents are appropriately described, titled and uploaded in real time, as well as follows up to get missing required data from homeowner and insurance/mortgage information not obtained on initial call.
Manages Customer Service issues and complaints, documenting actions and resolution.
Attempts to assist customers and clients with a resolution before transferring or taking a message.
Understanding of all company cycle times and SLAs required for each job and phase.
Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required.
Demonstrates strong proficiency of company services and industry knowledge.
Works closely with the Production Manager to coordinate services.
Sets up service scheduling through calendar/white board system.
Works with management and employees to make sure it is accurate.
Prepares loss folders ensuring Master Moments are included.
Participates in “on-call” administrator rotation, as needed.
Assists production employees with ordering sub-contractors/vendors as needed for projects.
Seeks out and gets approvals from insurance companies for all jobs where approvals are needed.
Tracks storage of customer’s personal property and invoices, accordingly.
Distributes and processes all company mail, daily.
This includes distribution throughout the organization.
Processes weekly payroll for branch, including entry of all weekly production bonuses.
Also includes submitting payroll spreadsheets to Administrator for processing.
Archives closed jobs in Quickbooks Time, weekly.
Generates invoices in Quickbooks for all completed jobs timely and accurately.
Enter cash receipts and credit card payments, daily.
Runs Job Profitability reports to ensure subcontracting is being billed accordingly and expenses are not greater than income.
Compiles pack-out inventories from technician data.
Responsible for all Accounts Receivables for the branch.
Prepares collections update report, bi-weekly.
Always maintains a professional appearance and demeanor.
Required Education/Training/Experience High School diploma or GED Strong verbal and written communication skills Strong mathematical proficency Ability to pass a pre-employment drug test Ability to pass a pre-employment criminal background check Valid Driver's License that meets ServiceMaster TRS insurance specifications Excellent interpersonal/communication and customer service skills Must have strong general knowledge of computers, including Microsoft Office (Word, Excel and Outlook) Strong problem solving skills Dependable and adaptable to operate within a fast-paced work environment Time management and organizational skills Physical Demands and Working Conditions The physical demands are representative of those that must be met by an employee to perform the essential function to this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to: The physical requirements of this position include sitting for prolonged periods of time, repetitive motion (extensive use of keyboard/computer/phone), talking, hearing, and close visual acuity to perform essential job functions associated with a clerical position.
Filing while in a standing or seated position and the lifting of paper and office packages is also required.
Lifting, carrying, pushing, pulling or otherwise repositioning objects of up to 20 pounds occasionally, is required.
This position is not substantially exposed to adverse environmental conditions and performs their work in an office setting.
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
The Company reserves the right to modify this description in the future, with or without notice to the employee.
This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will.
These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.
This franchise is independently owned and operated by a franchisee.
Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee.
All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC.