Office Administrator and Customer Experience Coordinator

Watermark Restoration, LLC dba Resto Pros of Columbus-Dayton

Office

Location:

Beavercreek, Ohio

Position:
Office Administrator and Customer Experience Coordinator

Market:
Dayton

Company:
Resto Pros of Columbus-Dayton

Reports To:

CEO

Position Type:
Full time

Compensation: $46,000 – $54,000 annually

Watermark Restoration LLC, doing business as Resto Pros of Columbus-Dayton, is seeking a highly organized, professional, and customer focused Office Administrator and Customer Experience Coordinator to support the daily operations of our growing restoration business.

This role will serve as a central point of coordination for customer communication, scheduling, office organization, billing support, job documentation, marketing support, and administrative follow through. The ideal candidate will be dependable, detail oriented, comfortable with technology, professional on the phone, and willing to learn the restoration and mitigation industry.

This is an important position within the company. The person in this role will help ensure that customers receive prompt communication, job files are complete, invoices are prepared and followed up on, supplies are ordered, the office remains organized, and Resto Pros maintains a professional and positive customer experience from the first phone call through final payment and review.

The Office Administrator and Customer Experience Coordinator is responsible for supporting the administrative, customer service, scheduling, documentation, billing, marketing, and office management functions of Resto Pros. This role helps keep the office organized, supports the field team, protects cash flow through timely invoicing and follow up, and helps create a calm and professional experience for customers during stressful property damage situations.

• Answer incoming phone calls in a professional, friendly, and calm manner.
• Gather basic customer information, loss details, insurance information, and service needs.
• Help determine whether calls are related to emergency service, inspections, billing, insurance, follow up, vendors, or general inquiries.
• Provide customers with clear, helpful, and reassuring communication.
• Enter customer information accurately into company systems.
• Route calls and messages to the appropriate team member in a timely manner.
• Maintain professionalism and confidentiality in all customer communications.

• Schedule inspections, customer appointments, job follow ups, and related activities.
• Coordinate schedules with company leadership, Business Development Managers, Mitigation Managers, Lead Technicians, Technicians, and customers.
• Confirm appointments with customers and communicate schedule changes when needed.
• Help track the status of inspections, active jobs, completed jobs, and follow up items.
• Maintain an organized daily and weekly schedule for office and customer related activities.
• Support timely communication between the office, customers, and field team members.

• Open and maintain accurate customer and job files.
• Track signed work authorizations and customer agreements, invoices, insurance information, photos, and supporting documentation.
• Assist with keeping digital and paper files organized and complete.
• Follow up with field staff when documents, photos, notes, or information are missing.
• Help ensure job files are complete before invoicing.
• Maintain organized records that support billing, insurance communication, and customer service.

• Prepare customer invoices accurately and in a timely manner.
• Maintain a thorough working familiarity with Quick Books.
• Enter payments and assist with basic customer account tracking.
• Track receipts from company purchases.
• Monitor accounts receivable and help identify late or unpaid invoices.
• Follow up with customers and insurance companies regarding late invoices and outstanding balances.
• Send statements, payment reminders, and supporting documentation as directed.
• Assist leadership with billing questions, customer balances, and collection related follow up.
• Maintain receipts, vendor bills, and basic expense documentation as assigned.

• Correspond professionally with insurance adjusters, claims representatives, and related parties.
• Request and track claim numbers, adjuster contact information, and required documentation.
• Send invoices, estimates, photos, job documentation, and other supporting materials to customers and insurance companies.
• Follow up on delayed insurance responses or missing information.
• Document insurance related communications in the appropriate job file.
• Help ensure that insurance communication is timely, organized, and professional.

• Keep the office clean, organized, professional, and well stocked.
• Order office supplies, forms, printed materials, and other routine supplies.
• Assist with ordering field supplies and materials as…