Director, Commercial Concierge Programs

6 days ago

Nashville, United States Servpro Industries, LLC Full time

What we offer

  • Excellent health benefits plan, which includes medical, vision and dental options
  • 401(k) with company match
  • Company profit sharing plan
  • Generous paid time-off and paid holidays
  • Paid parental leave
  • Company-paid mental health benefit through Headspace
  • 2 free on-site fitness rooms
  • Employee Assistance Program
  • Employee Resource Groups
  • Personal and professional development program

Job Summary

The Director,Commercial Concierge Programs is responsible for oversight and supervision of internal program staff to ensure that all guidelines and contracts as stipulated by the client are followed and implemented. The Director will also serve as the single point of contact for all stakeholders. This role reports to the Vice President, Commercial Large Loss.

You will

  • Oversees a team that is responsible for all aspects of the assigned workflow within the concierge programs. The team to consists of a Specialist, Coordinators, Project Managers, and program accounting staff.
  • Serve as a single point of contact concerning all projects for all stakeholders.
  • Approves and assigns qualified franchises to participate in production of the projects.
  • Verifies daily documentation of job progress report, including labor, equipment, and subcontract progress.
  • Confirm that the reconstruction estimate is completed timely and sent to all stakeholders.
  • Monitors, reviews, estimates, and invoices for operational and pricing agreement compliance.
  • Communicates with staff daily to ensure all guidelines of the program are being followed.
  • Verifies that the concierge programs contact information and participation agreement list is up to date.
  • Responsible for completing weekly job status reports for all assigned projects.
  • Maintains the concierge programs Standard Operating Procedures and agreements.
  • Ensures that the portfolio companies and risk management teams kept informed of the progress on all claims.
  • Assists in settling job site issues and/or general project oversight concerns.
  • Oversee the concierge programs franchise usage on the Disaster Response Management software.
  • Secures and reviews completed job file documentation from the franchise and assists the Account Receivable team in collections as needed.
  • Provide training to staff and production franchises as necessary.
  • Ability to communicate with the production teams point of contact, adjusters and building consultants as necessary.
  • Work with all HQ Project Managers for additional support during normal activities and during a storm environment.

You have

  • 5+ years’ experience in property damage and/or restoration program procedures.
  • 5+ years of project management experience.
  • 3+ years of experience managing a team.
  • Ability to read, write, and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
  • Proficient with Microsoft Office suite applications, including MS Word, Excel, PowerPoint, and Outlook.
  • Excellent written communication skills, including the ability to present information to other individuals and groups.
  • Certificates or certifications earned in specific business functions or practices, customer-focused processes, or software applications a plus.
  • Bachelor’s degree in business preferred, or an equivalent combination of education and relevant work-related experience.
  • Institute of Inspection Cleaning and Restoration (IICRC) certification is a plus.

Working Conditions

  • Fast-paced work environment (sitting, standing, walking, and talking), based on a 40-hour work week.
  • Occasional weekend hours to meet business needs, especially during a storm.
  • 10-15% travel as needed.
  • Work Location: Headquarters
  • Maintain a valid driver’s license.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

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