Intake Coordinator

SERVPRO Team Wall - 9695

9d•Onsite

About The Position

The Intake Coordinator will be responsible for providing excellent customer service during phone calls and e-mail correspondence with customers. Primary responsibilities will consist of obtaining necessary intake data to create, schedule, and dispatch estimate appointments and jobs; proficiency with intake process and applications/documentation; and timely adherence to intake TPA timestamping. Additionally, Intake Coordinators participate in the on-call rotation for after-hours emergency calls and SERVPRO Corporate-dispatched jobs. Required weekend and evening shift hours will rotate between all Intake Coordinators.

Requirements

Proficiency with intake process and applications/documentation.
Timely adherence to intake TPA timestamping.
Ability to participate in on-call rotation for after-hours emergency calls and SERVPRO Corporate-dispatched jobs.
Ability to work required weekend and evening shift hours.
Excellent customer service and communication skills.
Ability to gather ALL required information from the customer.
Ability to place estimate or service appointments on the local office’s calendar.
Ability to record and document all daily updates and customer communication in the Workcenter job file.
Ability to obtain ATPs from customers via e-sign.
Ability to invoice estimate fees via QuickBooks Online.
Ability to assist in training new Intake Coordinators.

Nice To Haves

Experience with SERVPRO Team Wall Standard Administrative Operating Processes.

Responsibilities

Prepare to take calls at the beginning of shift start time.
Monitor the Unscheduled Leads Dashboard and ensure all potential mitigation leads are being contacted and moved to the correct status.
Field all intake calls during business hours and notated/assigned on-call hours.
Gather all required information from the customer to optimize the success of production, sales, marketing, accounting, and administrative teams.
Place estimate or service appointments on the local office’s calendar, optimizing crew logistics and business operations.
Communicate via phone and e-mail to customers and points of contact daily to build a positive customer service experience.
Ensure that all daily updates and customer communication is recorded and documented in the Workcenter job file.
Ensure all required service start forms (ATP) are distributed, signed, and included in the Workcenter job file.
Obtain ATPs from customers via e-sign as needed.
Invoice estimate fees via QuickBooks Online when needed.
Assist Intake Lead in training new Intake Coordinators via on-the-job training and shadowing opportunities.
Complete tasks as assigned by Intake Lead.