Production Coordinator : MD-Frederick-Post Date

Position Overview :
Our locally owned Frederick, MD Service Master franchise is seeking a self-motivated, hardworking individual that exhibits leadership skills as well as customer service orientation to join our team. Must "work hard, play hard" to make a significant positive impact on our company’s growth.

• Job Type: Restoration, Team Work, Customer Service
• Work Hours: Full Time
• Compensation: $38,000 - $40,000 per year Depending on Experience
• Benefits: Health/ Vision/ Dental Insurance, 401k, Disability Benefits, PTO, Holidays and Paid training, On-call Bonus.
• Location: Frederick, Maryland

This position is responsible for customer attention and satisfaction. The Production Coordinator secures job sales by handling the initial call with a sense of urgency, explaining the unique benefits of using our company, and creating a positive experience that motivates the customer to hire our company for the needed services. This person also sets job expectations with the property owner, including services to be performed, explanation of the production process, payment expectations, etc.

• Understanding of the claims flow process – Water Mitigation, Fire Restoration, Contents, and other cleaning services.
• Manages data entry for each claim from First Notice of Loss through to completion of the job.
• Daily review of compliance tasks and ensuring all job tasks are completed on time.
• Monitor and update jobs in the required operating system, ensuring the job flows efficiently through the claims process requirements and cycle times.
• Ensure that photos and other documents are appropriately described, titled, and uploaded in real time, and follow up to obtain missing required data from homeowners and insurance/mortgage information not obtained on the initial call.
• Manage customer service issues and complaints, documenting actions and resolutions.
• Conduct Client Care Calls – Ensure constant, often daily, communication with the customer and may communicate with the adjuster.
• Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required.
• Ensure all customer or carrier contact is performed.
• Ability to schedule appointments and prioritize jobs based on incoming emergencies; be a quick thinker and assertive decision-maker.
• Ability to work a variety of shifts and weekends as needed for on-call duties, assigned on a rotation basis.
• Tenacious in following up on all leads and persuasive to close the sale.

• Punctuality and consistent work attendance.
• Organized, energetic, and with a sense of urgency.
• Superb phone skills;
  Sales/Call Center/Customer service experience.
• Positive attitude, desire to learn and grow, as well as improving daily.
• Strong communication, listening, and interpersonal skills.
• Ability to work in a team.
• Ability to participate in an on-call schedule.
• Dependable and adaptable to operate within a fast-paced work environment.
• Ability to manage highly confidential information.

• High School diploma or equivalent required.
• Bachelor’s Degree or applicable experience preferred; work experience will be considered.
• IICRC Certifications preferred but not required: WTR, ASD, OCT, STC.

The physical demands are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Sit for long periods while using office equipment such as computers and phones.
• Perform repetitive motions, such as movement of wrists, hands, and fingers while typing.
• Express or exchange ideas with others quickly and accurately, receiving and acting on detailed information.
• Maintain close visual acuity to perform detail-oriented activities at close distances.

Disclaimer

The above statements are intended to describe the general…