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Job Summary

This position is responsible for responding to emergency water damage cases and homes that have been negatively affected by fire and/or mold. The primary function of a Damage Consultant (DC) is to bring confidence and peace of mind to potential clients by thoroughly educating them on how we can serve them, with a goal of persuading them to a commitment to our home restoration services. DC’s must set appropriate and clear expectations, and are responsible for coordinating necessary initial appointments such as dry out installation, mold testing with a third-party company, leak searches, etc.

Key Performance Indicators
- Applicable % of all calls (insurance or cash) must be signed up
- Applicable % of all calls must be signed up as insurance jobs
- Applicable % of all calls must be signed up as insurance GC jobs

For specific and current KPI’s for your work location, refer to the official KPI document Essential

**Responsibilities**:

- Uphold and demonstrate the companies core values in each aspect of the role
- Exemplify and grow consistently in EMULATE
- Fulfill responsibilities in a way that is consistent with the companies mission statement
- Build rapport with the client quickly, evaluate personality types accurately, and close sales with a variety of different types of clients
- Advise and explain to the client the insurance process, as well as the companies services
- Be available to respond to all leads within our service area
- Ensure all leads are responded to in the assigned time frame
- Remain in contact with various clients such as but not limited to those who are undecided, have lots of questions, or are VIP clients
- Communicate with the client if unable to arrive within assigned timeframe
- Manage all leads during after hours
- Ensure all notes and flood forms are accurate, complete, and turned in before leaving the customer’s home
- Communicate to client the Mitigation team’s estimated arrival time
- Answer all client calls when a concern for scheduling or mitigation services is present
- Remain up to date on every lead in order to effectively communicate all information/details to Marketing and the GC departments
- Monitor, track, and follow-up on every unsigned job and/or landed notes
- Maintain an approved driving record as defined by the company’s insurance provider
- This position is eligible for the Motus vehicle reimbursement plan
- Be proficient in company policies as outlined in the Team Member Handbook
- Complete adherence to company policies and mission statement as outlined in the Team Member Handbook
- Other duties may be assigned

Knowledge, Skills, Abilities, and Other Characteristics

Knowledge:

- Knowledge of the companies vision and mission statement
- Knowledge of the companies core values
- Knowledge of EMULATE
- Knowledge of various computer programs such as Microsoft suite, Google suite, internal software, and company communication forums
- Knowledge of TOPAZ sales system and philosophy
- Knowledge of different homeowner’s insurance carriers and policies
- Knowledge of the companies road map and service process
- Knowledge of different causes of loss and how it affects an insurance claim

**Skills**:

- Verbal and written communication skills
- Strong relational skills
- Critical thinking and problem-solving skills
- Listening skills
- Negotiation skills
- Time management and planning skills
- Delegation skills
- Multitasking skills

Abilities:

- Able to adapt and be flexible
- Able to interact with and adapt to different personalities
- Able to listen well and understand various individuals
- Able to present oneself and maintain professionalism in each work context
- Able to solve problems quickly and effectively
- Able to delegate tasks and communicate in a clear and professional manner to various team members and individuals
- Able to handle sensitive information in a trustworthy manner and communicate tactfully as needed

Other Characteristics:

- Examined integrity
- Mind of a servant
- Uplifting attitude
- Learner’s disposition
- Accurate self-awareness
- Team player
- Excellent work ethic

Schedule and Work Environment

Team member should expect and uphold a work environment that is professional, fast paced, with a moderate noise level. Team member will be in the private homes of clients and should therefore expect to find themselves in a variety of environments. Team member should expect to work 40+ hours per week regularly. Additional hours may be assigned due to business needs and unique circumstances (hurricanes, etc.).

Physical Demands
- Able to regularly talk and hear
- Able to drive long distances to various locations
- Able to work in a contaminated air environment
- Able to occasionally move heavy objects (approximately 200 pounds)
- Able to walk, stand, sit, bend over, stoop, crawl, work on knees, and work overhead
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential func