Customer Service Coordinator

Emergency Restoration Experts•Hickory, NC

9d•Onsite

About The Position

Emergency Restoration Experts (ERX) is a growing company that provides emergency property restoration services for damage caused by water, fire, mold, storms, biohazards, and other conditions. Its mission is to improve people’s lives through every interaction, and its core values are to work hard and have fun doing it, own it, put faith and families first, and maintain a growth-driven mindset. The Customer Service Coordinator supports the operations team by managing job documentation, communication, and customer interactions throughout the restoration process. Serving as a central communication hub, the coordinator helps maintain effective service and coordination between divisions, keeps projects organized and tracked, and helps ensure customers are cared for throughout each step of the process.

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 a related industry.
Experience must involve 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 use common-sense understanding to follow detailed but uninvolved 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; ability to lift and carry 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 required progress notes, photos, and documentation are in place.
Ensure accurate and complete 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 with clients and internal stakeholders, and 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 helping resolve issues.
Conduct customer “Pulse Check” calls twice weekly to monitor satisfaction, identify concerns, and escalate issues as needed.
Maintain contact with customers to evaluate project progress and satisfaction.
Support project managers in maintaining low accounts receivable, with a target of minimal receivables at 30–60 days and none beyond 60 days.
Assist with creating work orders and 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.