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Client Care Coordinator
3 months ago
Owned and operated by local Kama'aina, Premier Restoration Hawaii is one of Hawaii's oldest, largest, and most respected restoration and reconstruction companies. Our 100+ employees located on Oahu, Maui and the Big Island are some of the best in the business at fixing the damage done by water, fire, mold and wind.We are currently hiring for a Client Care Coordinator (C3) for our Maui office. The C3 plays a critical role in our organization that is at the center of coordinating new projects and keeping current projects on track. Our core values are very important to us, if you connect with them and see a good fit for the skills required, apply todayCore Values:Customer FirstCommunicationTeamPlay to winPride in workPosition Summary / Primary PurposeThe C3 Supervisor is responsible for managing the C3 team in an efficient, effective and supportive environment. Identifies new opportunities to enhance the customer experience and associate development.The C3 Supervisor maintains and develops new performance standards, provide continuous coaching & training of the team, performs performance audits, and hold C3's accountable for their performance.Essential FunctionsManagementSchedules and conducts department training & coaching which includes call handling, escalated complaint resolution, technical skills (to include MS Office, Word, Excel), compliance tasks, and enhancement of our customer experience. Maintains documentation of all training conducted. Formulates new procedures for Customer Service-related processes and revises existing procedures under the guidance of the General Manager to ensure quality experience to all customers. Coordinates and facilitates C3 L-10 meetings. Conducts training of production related reports. Reviews applicants, conducts interviews and hires team members along with General Manager. Completes performance evaluations, coaching & disciplinary action as required. Interacts with customers, contractors and vendors. Investigates and resolves escalated customer challenges. Establishes and maintains effective liaison with AOAO, insurance representatives and customers. May be required to attend customer facing meetings with customer & company personnel for large/complex losses. Approves timesheets of personnel.Takes appropriate measures for the security and maintenance of all company assets and property. Maintains compliance with Company Policies, safety standards and housekeeping practices to ensure safety of the customer & public property Other duties as assigned.Directly supervise the activities of the Customer Care Coordinator Duties below (but not limited to): Project AdministrationCreate jobs in Dash Send new leads to leads email distribution Create folder structure in CS for new leads Schedule Matterport per inspection guidelines Follow-up on all assigned files weekly Creating linked projects Complete file 24 hour checklist Use the State Tax Website to find information Sharing Matterport Links Using Matterport Workshop DocumentationSecure work authorization or contract Secure mitigation customer responsibility form Complete customer responsibility forms Secure Certificate of Satisfaction (COS) Secure payment concurrent with contract Securing Time & Materials Pricelist signatures Administrating Reconstruction Contracts Securing Release of Liability (ROL) Administrating the Water Damage Report Administrating the MIT Salvage Form Administrating Sedgwick Documentation Publishing ATP Reports Administrating Contents Project Documents (Work Auth, Cust Resp Form) Administrating Asbestos/Lead Project Documents (Contract, Notifications)Accounting Requesting invoicingCommunicationWork with team (estimators, PM's on revisions). Ensure all communication is documented. Perform A/R tasks up to 45 days Training RequiredDASH Walkthrough - How to Mass Assign & Close Jobs DASH Video - Mass Assignment for Jobs Nonessential DutiesFunctions as a C3 when needed to cover call outs, vacation, high call volume Equipment OperatedLaptop computer General office equipment Job SpecificationsMinimum qualifications: At least one year of supervisory experience Education: Bachelor's degree preferredLicense: Hawaii State Driver's LicenseCertifications requirements: N/A Skills RequiredLanguage Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure SOPs and manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.Must possess good interpersonal skills and organizational skills to handle multiple priorities.Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instruction in mathematical or diagram form and deal with several abstract and concrete variables.Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical solutions.Physical Requirements Periods of prolonged sitting, speaking, and viewing a computer monitor, walking up and down stairway.Work Environment: Office setting, some field when needed Great benefits:Paid Time OffHealth, Dental, & Vision Insurance401KJob Type: Full-Time, Monday - FridayPay: $60k - $70k annually, Depending on experienceAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
