Job Title: Project Coordinator
Reports to: CEO CFO
Consults with: Office & Department Managers
Position Type: Full time
Level/Salary Range:
Salary will be discussed at interview and based off experience
Location:
First Call Cleaning and Restoration, Inc
3205 North NC Highway 62
Burlington NC
**Speaking Spanish is a plus but not a requirement.
Role and Responsibilities
Summary
The Project Coordinator‘s role is to be the conduit and coordinator of the claim as they are pipe or channel for conveying information to all parties involved including, but not limited to: company officers and managers, other team members, subcontractors, insurance adjusters, clients and coordinating all aspects of the job with same.
They help coordinate mitigation, remediation and repairs efficiently, by understanding the loss, assisting with and dispatching EMS crews, arranging testing as appropriate, assisting with and scheduling each trade based on the repair estimate, and communicating with client all pertinent details of the job. There are several clients, equally as important as the other, on the claim: Insurance Adjuster, Subcontractor, Property Owner, and Companies’ Internal Customers (Managers and Fellow Employees).
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own
Essential Duties and Responsibilities
*include the following. Other duties may be assigned.
- Open new Lead/Job in DASH as the call is happening
- Enter all information possible/available from the initial call
- Assess situation to begin communication with department
- “Warm” handoff to Project Manager for them to schedule meeting
- Ensures Inspection meeting is on calendar
- Assist PM with and dispatch technicians as required
- Ensure crew dispatched tasks are on the DASH calendar
- Ensures Date inspected and other relevant dates, notes, photos and documents are in DASH (from both PM and crew visits)
- Following up to get any other homeowner and insurance/mortgage information not obtained on initial call.
- Monitor and update jobs in DASH making sure the job flows efficiently through the Company process including:
- Ensure that uploading pictures and other documents are in as real time as possible
- Reviewing and entering relevant dates
- Reviewing with PM and crew their notes and adding more as required – C3 will ask for more information for clarification if need be.
- Assist PM with the Scheduling of crews / workers. Keep calendar up to date in dash
- Monitor and review with EMS about possible Construction and / or Contents phase
- If not a “dry in place” job and there will be Construction and / or Contents required open the linked job(s) in DASH
- Assign Project Manager (based on specified criteria and Management assistance)
- Follow through/ steps as required on any new Claim intake ensure all meeting, dates, notes and documentation is done
- Follow up with in house staff after each day’s work has been done to ensure it was to their satisfaction
- Ensure notes in both jobs and to the contact in contact manager as required
- Monitor Program and Company Compliance
- First on incoming phone calls and dispatch to the appropriate party.
- AR process- Following the check/claim and let accounting know when the job is ready to invoice.
- Deductible/payment schedule collected and/or in place.
- Discussions with adjusters and agents. For various reasons- estimate approval issues, general questions,
- Check jobs daily in Dashboard (Pre-Production, Working in Progress, completed without paperwork, Pending Invoice)
- See where job stands, ask questions to estimator, salesperson, or project manager. Send them a message/note in DASH asking for updates. Be sure that they answer you in DASH or by email so that it is documented. If they call you ask them to please refer to DASH and make a note.
- See if the job loss description has been entered, if it has not been entered (in DASH) whoever did job inspection needs to enter it in.
- Make sure job emails especially replies are copied into DASH. If you end up corresponding with someone thru email or if your tagged on an email, copy emails individually into DASH beginning to end so we have a record.
- Make sure estimates are uploaded before invoicing and/or closed (if an estimate was done)
Things that need to be entered on the job
- Correct information (name, address, referral, adjuster, loss description)
- Work Authorizations
- Photos
- Payment schedules
- Notes on what is happening on the job
- Change orders
- COS
- Estimates
- Labor Cost
If you know one of these things are not in there ask employee responsible to please enter/download.
Once a job is completed duties
Once you know the job is complete, assign the PM to meet with Admin within 2 business days to get all add on invoices and change orders together and accounted for, so she can give them to Estimator.
Continue to watch to make sure the meeting with Admin is happening, once Estimator receives the documents from Admin, he/she has 2-3 days to complete the revision and send to insurance/customer. If job is self-pay send job to accounting to be invoiced. If it’s an insurance claim waiting to be approved, be sure that the estimator is connecting adjuster for approval, connecting them often or within reasonable time frame to get approval. Once approved send to accounting for invoicing.
Questions to be asking Estimator when an additional job tab is created only
- Is this estimate ready? Watch how long it is taking for an estimate to get done, should be within 2-4 days from water damage being complete or inspection being done.
- Has the estimate been approved by insurance/customer yet?
- Did you reach out to customer/adjuster after you sent the estimate? /Did you resend estimate requested?
- If insurance job, estimator should reach out to adjustor
- If individual sale, sales/inspector should reach out to customer
- Are we doing this job?
- Is your job loss description entered/changed? It should change between jobs tabs
- Update adjuster information or ask for it to be updated in DASH
Questions that should be updated every day to every few days by Project Managers in Dash
Daily update on work that was performed by techs or subs
- Have you reached out to customer today?
- Where are we on this job?
- Did you pick up check today?
