Office Administrator & Customer Experience Coordinator

Paul Davis Ottawa • Ottawa, ON

28d • CA$50,000 - CA$60,000

About The Position

Paul Davis Restoration Ottawa & Lanark is looking for an energetic, organized, and customer-focused professional to join our growing team. As the Office Administrator & Customer Experience Coordinator, you are the first impression of our company. You will manage emergency intake, customer communication, office administration, scheduling support, and assist multiple departments to ensure projects move smoothly from the first phone call through final completion. No two days are the same. One moment you may be helping a homeowner experiencing a flooded basement, while the next you're coordinating meetings, assisting Project Managers, supporting accounting, or helping prepare for a CAT (Catastrophe) response. If you thrive in a fast-paced environment, enjoy helping people, and love being organized, we'd love to meet you.

Requirements

• 2+ years customer service or administrative experience.
• Excellent telephone skills.
• Strong Microsoft Office skills.
• Excellent written communication.
• Strong attention to detail.
• Comfortable multitasking.
• Able to prioritize quickly.
• Professional demeanor.

Nice To Haves

• Restoration or construction experience considered an asset.
• Experience with RMS, Encircle, QuickBooks or CRM systems considered an asset.

Responsibilities

• Answer all incoming telephone calls professionally and empathetically.
• Respond to emergency calls and gather critical loss information.
• Create new jobs in RMS.
• Dispatch emergency service requests.
• Escalate emergencies appropriately.
• Coordinate after-hours handoffs.
• Greet customers and visitors.
• Monitor the general office email.
• Respond to online inquiries.
• Maintain excellent first-call customer experience.
• Route calls efficiently throughout the organization.
• Send Customer Information Packages.
• Schedule customer appointments.
• Confirm appointments.
• Coordinate access with homeowners, tenants, property managers and adjusters.
• Follow up with customers regarding outstanding items.
• Handle customer concerns professionally.
• Support customer satisfaction initiatives.
• Assist with Google Reviews and customer feedback.
• Ensure work authorizations are received.
• Maintain professionalism during stressful customer situations.
• Support the General Manager and Operations team.
• Prepare correspondence and reports.
• Assist with meeting preparation.
• Maintain office supplies.
• Receive deliveries.
• Organize office filing systems.
• Maintain digital project records.
• Assist HR with onboarding paperwork.
• Coordinate employee uniforms and PPE.
• Assist with company events.
• Maintain training records.
• Support health & safety documentation.
• Coordinate boardroom bookings.
• Assist with vehicle and equipment administration.
• Help prepare management reports and dashboards.
• Assist Project Managers with administrative tasks.
• Create work orders.
• Create purchase orders.
• Update project files.
• Track customer documentation.
• Support scheduling activities.
• Coordinate subcontractor appointments.
• Monitor project milestones.
• Help ensure documentation is complete.
• Assist with closeout packages.
• Support compliance documentation.
• Coordinate permit documentation.
• Assist with deficiency tracking.
• Support production meetings.
• Assist with invoice routing.
• Track missing vendor invoices.
• Support collections administration.
• Help maintain customer files.
• Verify supporting documentation.
• Assist with job closeouts.
• Coordinate certificates of completion.
• High-volume emergency intake during CAT events.
• Dispatch support during CAT events.
• Customer updates during CAT events.
• Resource tracking during CAT events.
• Scheduling assistance during CAT events.
• Administrative support for emergency operations during CAT events.
• Tracking inspection counts during CAT events.
• Supporting production reporting during CAT events.
• Assisting leadership with daily CAT reporting.
• Helping coordinate surge staffing during CAT events.

Benefits

• Dental insurance
• Health insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed