Reconstruction Scheduler

Arrow Service Team•Bismarck, ND

4d•Onsite

About The Position

Arrow Service Team is North Dakota's leader in disaster restoration, helping homeowners and businesses recover from property damage since 1979. As a family-owned company, they are committed to quality workmanship, exceptional customer service, and investing in their employees. They are seeking an organized, customer-focused Reconstruction Scheduler to join their team. This role is crucial for keeping reconstruction projects on track by coordinating schedules, communicating with customers, managing job information, and supporting Project Managers and field teams. The ideal candidate enjoys organization, communication, solving scheduling challenges, and managing multiple tasks. This position often serves as the first point of contact for customers during stressful times, guiding them through the scheduling process.

Requirements

Experience in scheduling, dispatch, construction coordination, restoration, customer service, administrative support, or a similar role is preferred.
Strong organizational skills with the ability to coordinate multiple schedules, customers, and priorities at the same time.
Excellent phone, written, and interpersonal communication skills.
A customer-first mindset with the ability to communicate professionally and compassionately during stressful situations.
Strong attention to detail and commitment to accurate documentation and data entry.
Comfortable working with CRM systems, email, scheduling software, and other computer-based programs.
Ability to prioritize urgent requests and adjust quickly when schedules or project needs change.
Confident problem-solving skills and the ability to take initiative.
Ability to work independently while collaborating closely with Project Managers, field teams, and other departments.
Dependable, positive, and committed to providing an exceptional customer experience.

Responsibilities

Serve as a primary point of contact for incoming customer calls and direct calls to the appropriate team or department.
Gather information and schedule appointments for fire losses, emergency board-ups, vehicle impacts, structural cleaning, contents services, and other specialty emergency projects.
Coordinate reconstruction schedules and schedule initial site visits for Project Managers.
Communicate directly with homeowners to confirm appointments, schedule changes, project timelines, delays, and next steps.
Perform daily follow-up calls and maintain clear communication with customers throughout the reconstruction process.
Create and maintain Arrow Service Team and Arrow Roofing Systems job files within the CRM (customer relationship management software).
Collect, document, and upload insurance information, photos, and other required job information.
Assign reconstruction, roofing, and contents projects based on team workload and experience.
Monitor online inquiries and form submissions, keeping the inbox organized and ensuring new opportunities receive timely attention.
Upload and distribute schedules and communicate scheduling information to team members as needed.
Coordinate hotel reservations and other scheduling-related logistics when needed.
Assist with on-call communication and distribute weekly information to appropriate team members.
Provide backup support to Mitigation Dispatch during employee absences, high-volume periods, and CAT (catastrophe/high volume) events.
Identify projects requiring additional services and help connect customers with the appropriate Arrow Service Team departments.
Review and score reconstruction jobs based on scheduling timelines, documentation, and customer experience.
Identify trends or recurring issues and communicate findings to the Customer Experience Manager.