Intake Coordinator

SERVPRO's former Franchise of the Year, Team Wall is looking for our next great hero!

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The Intake Coordinator will be responsible for providing excellent customer service during phone calls and e‑mail correspondence with customers. Primary responsibilities will consist of obtaining necessary intake data to create, schedule, and dispatch estimate appointments and jobs; proficiency with intake process and applications/documentation; and timely adherence to intake TPA time stamping. Additionally, Intake Coordinators participate in the on‑call rotation for after‑hours emergency calls and SERVPRO Corporate‑dispatched jobs.

Required weekend and evening shift hours will rotate between all Intake Coordinators.

Daily

• Preparation
  • All Intake Coordinators will be prepared to take calls at the beginning of shift start time.
• Monitor the Unscheduled Leads Dashboard
  • Ensure all potential mitigation leads are being contacted and moved to the correct status via the Team Wall Standard Administrative Operating Processes.
• Intake Calls
  • Intake Coordinators will be responsible for fielding all intake calls during business hours and notated/assigned on‑call hours.
  • It is the Intake Coordinator’s responsibility to gather ALL required information from the customer to optimize the success of Team Wall’s production, sales, marketing, accounting, and administrative teams. The success of every job starts with the intake experience and complete information gathered.
• Scheduling and Dispatching
  • The Intake Coordinator is responsible for not only the information intake of a lead or job, but also placing the estimate or service appointment on the local office’s calendar so that it optimizes the crew’s logistical location and business operations. This will be for both first time and repeat service appointments.
• Customer Service
  • Intake Coordinators are essential to building the foundation of a positive customer service experience by communicating via phone and e‑mail to customers and points of contact on a daily basis. Excelling in customer service and communication is a necessary trait of an Intake Coordinator.
• Job File Documentation
  • Ensure that all daily updates and customer communication is recorded and documented in the Work center job file.
  • Ensure all required service start forms (ATP) are distributed, signed, and included in the Work center job file.

• Customer Documentation
  • Intake Coordinators are responsible for obtaining ATPs from customers via e‑sign as needed.
• Invoicing
  • At times, estimate fees will need to be invoiced via Quick Books Online. Intake Coordinators are directly responsible for entering this information if needed.
• Employee Training
  • Intake Coordinators assist Intake Lead in training new Intake Coordinators via on‑the‑job training and shadowing opportunities.
• Additional Tasks
  • Intake Coordinators complete tasks as assigned by Intake Lead.

• 401k +matching
• Medical/Dental/Vision
• Generous PTO policy
• Training & Development

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.