Operations Coordinator

DKI Services•Chicago, IL

24d•Remote

About The Position

The Operations Coordinator assists DKI’s Operations Team with managing commercial projects for commercial clients. This remote role reports directly to the Operations Consultant (Emergency and CAT Response Lead) and supports the broader Operations Team according to workload and client needs. The coordinator provides customer service to support client experience and retention, dispatches projects to DKI Service Providers, monitors work in progress, obtains project updates, and assists with file audits before billing. The role involves regular communication with clients, restoration industry and trades service providers and contractors, Operations Team Consultants, and Project Coordinators. The employee must be accurate, detail-oriented, organized, and effective working both independently and with colleagues. The position is remote, with most work conducted through email, video conferencing, and phone. It requires a stationary position for up to 100% of the time and the ability to work well with minimal supervision. The standard work week is 40 hours, 8 a.m.–5 p.m. local time, with work as needed to complete tasks promptly and a weekly on-call rotation every 5–6 weeks. Travel may be required up to 20% for client meetings, key jobs, conferences, and training.

Requirements

Strong project management skills and ability to manage multiple projects with varying deadlines.
Strong organizational and time-management skills, including the ability to schedule assignments around priorities and critical deadlines.
High attention to detail and strong verbal and written communication skills.
Ability to perform under stress in a fast-paced, intense work environment.
Ability to analyze and resolve situations through problem-solving, negotiation, and acting as an intermediary.
Ability to work efficiently and effectively both independently and as part of a team.
Excellent client and customer service skills.
Strong business software skills, including Microsoft Teams, Microsoft Outlook, and Microsoft Office applications.
Ability to work with minimal supervision and demonstrate sound business judgment in the department’s interest.
Ability to work the standard 40-hour week, as needed beyond standard hours to complete tasks, and participate in a weekly on-call rotation every 5–6 weeks.
Travel availability for up to 20% as required.

Nice To Haves

Knowledge of restoration industry software such as Xactimate, T&M Pro, and moisture mapping software reports.
General knowledge of the restoration industry, preferably with experience in mitigation, construction, and environmental services (1 year).
Estimating training and experience (1 year).
Associate degree or equivalent of 5 years’ work experience.
As familiarity with the position grows, initiative in proactively responding to client and DKI Service Provider needs and requests.

Responsibilities

Communicate client service-level requirements to DKI Service Providers for new projects, including billing price lists, Not to Exceed costs, work limitations requiring prior approval, and Purchase Order approvals.
Assist Operations Team members in evaluating project scopes and work with DKI providers to obtain documents needed for proposals and billing in time for client review and approval.
Maintain up-to-date records in DKI’s CRM job platform, including adding documents, estimates, and photos to job files.
Recognize and resolve project issues to support client satisfaction.
Establish and maintain positive relationships with DKI Service Providers to support high-quality service for DKI clients.
Manage multiple projects simultaneously for multiple clients.
Audit and review estimates and projects for estimate accuracy and invoice submission.
Participate in the on-call rotation.
Provide customer service, dispatch jobs to DKI Service Providers, monitor work in progress, and obtain updates on project needs and progress.
Perform other duties as assigned.