Customer Service Rep
Summary
The primary responsibility of the Customer Service Rep is to monitor incoming leads from conversion to active job status through completion of work and customer invoicing. The Customer Service Rep will work closely with Production to maintain an accurate work-in-progress board and audit daily documentation for all job files. The Customer Service Rep will also review the scope, estimate, and job file documentation to ensure all program requirements are met and all work performed is accurately invoiced.
Primary Responsibilities
Monitor job file status to ensure accuracy in all job file documentation daily.
Communicate daily with Production crews to ensure all required documentation is captured on site at point of task.
Create/review estimate based on scope and photos from Production crew.
Maintain an accurate Work in Progress board for all active leads/projects.
Monitor and ensure all client requirements are followed.
Maintain internal and external communications with all stakeholders.
Review timestamps and other datapoints to reflect accurate reporting/KPMs.
Complete and review job file documentation for final upload and the audit process
Perform internal audit of all projects to ensure estimate captures all work performed.
Perform all job close-out activities, including coordination with accounting team to ensure proper invoicing.
Assist other departments, as needed.
Call and update clients and insurance adjusters on status and updates of each project.
Work closely with the billing department to collect payments
Ensure that all documents are signed by client as necessary
Education and Experience Requirements
High school diploma/GED is required.
Previous office/estimating experience preferred.
Exceptional customer service skills, strong administrative abilities, and excellent verbal and written communication skills
required.
Proficiency in using various digital tools and technologies to complete job tasks efficiently.
Experience in the restoration, construction, or insurance industry is a plus.
Physical and Work Environment Requirements
This is a largely sedentary role in an office environment. However, some filing may be required. This could require the ability to lift files, open filing cabinets, and bend or stand on a step stool as necessary.
Normal Working Hours
This is a full-time position, working hours varying between 8:00 a.m. and 5:00 p.m., Monday–Friday.
Benefits:
- 401K
- Paid Sick Time
- Medical, Vision, and Dental
- Profit sharing
- Bonuses
- Paid Time Off
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