Data, Dispatch & National Response Lead

JENKINS SERVICES GROUP•Chantilly, VA

4d•$22 - $24•Onsite

About The Position

Jenkins Restorations upholds a vision to be the restoration firm of choice in existing and future markets while upholding Biblical values. The Water Mitigation Project Manager reports to the General Manager with accountability for providing excellent service for those who have been victims of disaster and for restoring property and lives with a servant’s heart. They should embody Jenkins Restorations’ core values, including, Can-do Attitude, Excellent Execution, Do the Right Thing, Actions of a Servant, and Responsible Stewardship (C.E.D.A.R). This is a non-exempt position. The person in this role leads intake, data entry, and dispatch operations for assigned branches — including commercial and national (catastrophe) response jobs — while also serving as a project support resource for Commercial Project Managers. Responsibilities span receiving, distributing, and tracking incoming claims; accurate and timely data entry and dispatching of jobs; auditing data and job creation across the team for quality and compliance; and supporting commercial/CAT projects with document processing, reporting, and accounting tasks. This person trains incoming dispatchers, monitors call and data quality, and reports performance data to the Department Head of Operational Support. This position requires open, continuous communication with branch and company employees and managers, and may require occasional holidays, occasional Saturdays, and overtime as needed.

Requirements

High school diploma required.
Six months to one year of related customer service experience and/or training, or an equivalent combination of education and experience.
Must have a pleasant and friendly mannerism in the office and in contact with customers on the telephone.
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Must be able to write routine reports and correspondence, and speak effectively to customers and employees of the organization.
Working knowledge of databases, the Internet, spreadsheets, and word-processing software.

Nice To Haves

Prior experience in dispatch, data entry, or project coordination preferred.

Responsibilities

Monitor calls and data entry across the dispatch team for quality assurance.
Audit job creation for all dispatchers to ensure complete and accurate data.
Train all incoming dispatchers.
Report on call volume and team performance data to the Department Head of Operational Support.
Handle escalated/difficult calls from upset clients or difficult subjects.
Update call flows and call routing in Nextiva.
Maintain and update the after-hours schedule as needed.
Own ON/OFF response time management for assigned branches.
Manage job progress for Commercial projects
Assist Project Managers with DocuSign document shipment to customers; manage document routing and tracking.
Upload documents into DASH (work authorizations, waivers, etc.).
Complete weekly reporting for POMS, Job Track, Daily Xact Report, Alacrity, and OJRs as needed.
Respond to TPA, adjuster, and Branch Manager requests regarding scheduling and customer contact status.
Assist Project Managers with job notes, updates, and work order creation/delivery to subcontractors.
Create change orders as specified by the project manager.
Serve as a secondary point of contact for customers when project managers are out of office.
Complete accounting items for Project Managers: invoicing, budgeting, deductible payments, and purchase orders.
Process online permitting and assist with lien paperwork.
Navigate field job management platforms (Capabuild) and ensure jobs are kept up to date by PMs during catastrophe response.
Use spreadsheets to ensure accurate, complete data is captured for each project.
Assist with invoicing and client communication for deductibles and payments; manage T&M data entry.
Collaborate with Commercial Coordinators and Directors on administrative duties.
Other duties as assigned with approval from the Department Head of Operational Support