Customer Service Coordinator

Emergency Restoration Experts, LLC.•Charlotte, NC

10d•Onsite

About The Position

The Customer Service Coordinator supports the operations team throughout the restoration process by managing job documentation, communication, and customer interactions. Serving as a central communication hub, this role coordinates service between divisions and helps ensure projects are organized, tracked, and communicated effectively. The position connects different aspects of the business so customers are supported at every step and receive high-quality service. Emergency Restoration Experts (ERX) provides emergency property restoration services for damage and conditions involving water, fire, mold, storms, biohazards, and other causes. The company was established in 2013 and describes its mission as improving people’s lives through every interaction. Its stated core values are working hard and having fun, taking ownership, faith, putting families first, and maintaining a growth-driven mindset.

Requirements

High school diploma or GED and one to two years of related experience and/or training, or an equivalent combination of education and experience.
Previous project coordination experience, preferably in restoration, construction, or a related industry.
Experience involving customer service management.
Ability to provide responsive, professional customer service, proactively address concerns, provide timely updates, and support a positive customer experience throughout the project cycle.
Ability to read and comprehend simple instructions, correspondence, and memos.
Ability to communicate effectively orally and in writing in English, with customers and across departments.
Comfort working with computers, standard office software, and peripheral equipment.
Ability to perform basic arithmetic and basic algebraic and geometric calculations.
Ability to follow detailed but straightforward written or oral instructions and address problems involving a few concrete variables in standardized situations.
Ability to review documents and multiple screens and read handwritten documents.
Ability to sit, reach with hands and arms, talk and hear, and use hands to finger, handle, or feel; must be able to lift and carry 10 pounds.

Nice To Haves

Familiarity with Microsoft Office, especially Outlook and Excel.
Experience with project management software, CRMs, or industry-specific platforms such as DASH.

Responsibilities

Create and maintain a Central Job File for each job, including ancillary files when needed.
Review and update Third-Party Administrator (TPA) files daily to meet requirements for progress notes, photos, and other documentation.
Ensure complete and accurate data entry to support production management.
Track project progress through each phase and update notes and systems as information becomes available.
Manage project tracking tools, including databases, production boards, and recurring reports.
Triage and manage project-related emails, calls, and updates.
Communicate effectively with clients and internal stakeholders.
Coordinate and schedule work with operational staff.
Work with customers, insurance companies, and third-party administrators on timely administrative duties.
Serve as a secondary client representative, communicating professionally and resolving issues.
Conduct proactive customer “Pulse Check” calls twice weekly to monitor satisfaction, identify concerns, and escalate issues as needed.
Maintain ongoing customer contact to evaluate project progress and satisfaction.
Support project managers in maintaining low Accounts Receivable, with a target of minimal AR at 30–60 days and zero AR beyond 60 days.
Assist in creating work orders and other supporting documentation.
Provide management with weekly updates, reports, and metric data.
Partner with project managers to support smooth project execution and meet customer expectations.
Perform other duties as assigned.