This position description is a composite representation of the actual position.  It is not intended to cover all possible position requirements and qualifications or job factors.  This document is to help clarify roles and responsibilities.  This document should assist in determining priorities.

GENERAL INFORMATION

 

Area:                                   PuroClean Northwest, Puget Sound, Washington

Status:                                Full Time, Hourly – Monday through Friday, 8:00am to 5:00pm

Compensation:                Extremely competitive

Reports To:                       VP/COO, Field Operations Manager

 

POSITION SUMMARY:    This is a remote administrative role; however, our successful candidate will be expected to live within the Puget Sound region.  This position is responsible for a wide variety of duties facilitating the daily flow of new and ongoing active jobs.  Requires a marked skill to stay calm under pressure, make excellent judgement calls, and excel at clear communication.  Ability to manage a heavy call volume while documenting all communications. Ability to succeed in a fluctuating situation.  Strong ability to empathize with customers during their property disaster and provide reassurance.  Exceptional customer service skills with a significant ability to get to the heart of the real problem.  Strong scheduling abilities.  You will be expected to work collaboratively with all other PuroClean Northwest management and staff to complete your responsibilities.

POSITION FUNCTIONS AND RESPONSIBILITIES

•       Operate as the front line for all incoming calls.

o   Ask detailed questions to determine scope of loss/damage (scripts provided).

o   Answer all incoming calls. Be the solution source for customers, insurance carriers, contractors, and vendors. Direct all other calls to proper personnel.

o   Triage incoming customer requests based on true severity.

•       We are a 24/7/365 company. Participation in the monthly phone On-Call rotation is required. 

•       Accept new jobs via phone, email, and national call center. 

o   Meet required system input time expectations.

o   Meet compliance task requirements in PuroLogic.

•       Daily functions   

o   Prepare and participate in daily 8AM production meeting, coordinating with Field Operations Manager to facilitate scheduling of current, past, and future jobs to maximize efficiency, capacity, and profit.

o   Proactively call outside job participants with any deviations that may occur.

o   Work directly with our field team to ensure all steps of the job process are moving forward. Including the timely and proper ordering of vendor services such as, but not limited to, asbestos testing and remediation, debris disposal, adjuster approvals for special equipment, temporary labor etc.

•       Technology

o   You will use your developed expertise and mastery of proprietary technology as a critical component of your job and the company’s efficient operation. You will also be expected to function at a high level with Outlook, Excel, Word, and others as needed.

·        Associates Degree or 3 years equivalent work experience.

·        Prior experience with emphasis on phones, CRM, and data entry; 2+ years preferred.

·        Remote work experience preferred.

·        Exceptional computer and Microsoft Office 365 ability is a must. Company-issued laptop with all technology and apps provided.

 

GENERAL EXPECTATIONS FOR STAFF IN THIS DEPARTMENT

Our Job Coordinator is expected to maintain and expand their skills in their area of expertise and responsibility.  A commitment to personal and professional continuous improvement is expected.  Leadership and problem-solving skills are prized.  Our environment is one of affirmation and encouragement consistent with our core corporate values.