Customer Service Coordinator

Emergency Restoration Experts•Charlotte, NC

9d•Onsite

About The Position

The Customer Service Coordinator supports the operations team throughout the restoration process by managing job documentation, communications, project tracking, and customer interactions. Serving as a central communication hub, this role coordinates between divisions and helps ensure projects are organized, tracked, and communicated effectively. The coordinator helps connect all aspects of the business so customers receive support at every step and projects meet customer expectations.

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 experience in project coordination, preferably in restoration, construction, or related industries.
Experience involving customer service management.
Ability to provide responsive, professional customer service, address concerns proactively, 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 in English, orally and in writing, 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 understand and follow detailed but straightforward written or oral instructions and handle problems involving a few concrete variables in standardized situations.
Ability to review documents and multiple screens, and read handwritten documents.
Ability to meet the described physical demands, including lifting and carrying 10 pounds.

Nice To Haves

Familiarity with Microsoft Office, especially Outlook and Excel, is preferred.
Experience with project management software, CRMs, or industry-specific platforms such as DASH is a plus but not required.

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 ensure compliance with requirements, including progress notes, photos, and 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 communications, including emails, calls, and updates.
Communicate effectively with clients and internal stakeholders.
Coordinate and schedule with operational staff.
Work with customers, insurance companies, and third-party administrators on timely administrative duties.
Serve as a secondary representative to clients, 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, targeting minimal receivables at 30–60 days and zero beyond 60 days.
Assist in creating work orders and other supporting documentation.
Provide management with updates, reports, and metric data weekly.
Partner with project managers to help projects run smoothly and meet customer expectations.
Perform other duties as assigned.