Client Care Coordinator

4 days ago

Durham, North Carolina, United States RestorePro Reconstruction Full time
Client Care Coordinator Job Description

RestorePro Reconstruction is seeking a highly skilled Client Care Coordinator to join our team in Durham, NC. As a Client Care Coordinator, you will be responsible for providing exceptional customer service to our clients, ensuring timely communication, and resolving any issues that may arise during the restoration process.

Key Responsibilities:
  • Qualify jobs on intake and enter all relevant information into HubSpot
  • Send introduction emails to new leads and ensure all necessary information is provided
  • Create and update work breakdown structures for all projects
  • Ensure all relevant dates, notes, photos, and documents are up-to-date in NetSuite
  • Send project manager assignments with necessary information
  • Conduct client care check-in calls to ensure consistent communication and gauge customer satisfaction
  • Follow up on after-hour existing customer calls and ensure all notes are entered into NetSuite
  • File liens on accounts and complete lien waivers for commercial properties
  • Set action items for self and project manager in contact with the client
  • Create contracts and submit to customers through third-party systems
  • Ensure all proper documentation is provided prior to final invoicing projects
  • Create invoices in NetSuite and submit them to clients
  • Ensure notes are entered in all open jobs, contacting relevant participants, and escalating to the department manager as required
  • Collections management as needed with the A/R and project manager teams
  • Process customer payments via payment portal and notify A/R manager of all payments
  • Collect and document collection of the insurance deductible
  • Ensure 50% of estimated project value is collected before the job is started on non-insurance work or appropriate owner approval is documented
  • Create draw schedules as needed
  • Ensure timely invoicing of all jobs as outlined by compliance tasks
  • Escalate any reconstruction job to management where the billing packet has become past due
  • Attend weekly WIP meetings with operations team
Requirements:
  • Customer service oriented
  • Team oriented
  • Strong communication skills
  • Effective time management
  • Analytical
  • Problem solving
  • Technical skills
  • Interpersonal
  • Attention to detail
  • Dependable
  • Proactive
  • Effective multitasking
Benefits:
  • Medical, dental, vision, and life insurance
  • 401k with up to 4% company match
  • HSA and FSA
  • Paid vacation
  • Paid sick time
  • 6 company-paid holidays plus 1 floating holiday
  • Weekly pay

RestorePro Reconstruction is an equal opportunity employer that provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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