Customer Service - Client Care Coordinator - Full time - Maui

Premier Restoration Hawaii•Wailuku, HI

About The Position

At Premier Restoration Hawaii, our mission as Kama’aina just like you, is to help the people and businesses of Hawaii get their lives back to normal as quickly as possible. We work as a team on all levels, serving our community with compassion, respect and honor and treating every emergency as if it were our own. For over 15 years, our company has gained statewide awareness as one of the best restoration and reconstruction services. No matter the size or scope of your restoration needs, we’ll be there to get your home, business or facility back to normal. C3 (Client Care Coordinator) Summary of Position: The role of the C3 is to be the conduit and coordinator of the work required for each project. The C3 is responsible for conveying all information to all parties involved, including internal customers (managers and team members), property owners, building managers, association contacts, insurance contacts, tenants, subcontractors and all involved with the same job. The C3 helps coordinate mitigation, remediation, and repairs efficiently by understanding the loss, assisting with and scheduling teams to the job, arranging testing as appropriate based on the estimates, and communicating the process flow and estimated timelines to the client. In addition, the C3 is responsible for sending out work authorizations, deposit requests, contracts, and invoicing for a job.

Requirements

Associate Degree in Business Administration or related field preferred
Must have 3–5 years customer service experience
Must have excellent customer service skills
Must be able to multi-task
Professionally write and speak clearly and effectively
Must be detailed, well organized, and efficient with all job files
Accuracy is essential to the work performed
Prolonged periods of sitting
Speaking on phone
Typing on a keyboard
Viewing a computer monitor

Nice To Haves

Experience in the restoration industry is preferred
We are searching for someone who prides themselves on providing exceptional customer service with extensive follow-up and follow-through.
A great attitude and willingness to learn and grow will always be considered.
We are willing to train the right person for the role.

Responsibilities

Receive new leads and initiates contact with the customer.
Notifies team members of the new job lead and establishes good rapport with the customer.
Create projects in our “CRM” – Customer Relationship Management platform.
Work with the entire Premier team
Schedule Matterport (3D camera) inspections
Send and secure sensitive documents
Secures deposit payments concurrent with the contract
Follow-up daily/weekly by calling and emailing the customer until the job is completed and invoiced amounts are collected
Request progress invoicing per contract or as directed by the foreman or supervisor
Send and secure signed Time & Materials pricelist
Review job project for final invoicing
Complete file quality checklist
Email accounting for all invoicing; once received, send to customer
If multiple invoices, send in one email with clear communication and breakdown of charges
Follow up for payment weekly (first 45 days) and follow AR checklist
Send final paid invoices (PIF) to customer