By attracting the very best dedicated people, and by providing superior customer service and professionalism, SMA has grown to become one of the top 200 ServiceMaster on-location franchisees in the world.
Our seven operating divisions include – Fire, Water, Mold, PCS, Residential, Commercial, and Construction Divisions.
We perform restoration and cleaning services in San Joaquin, Sacramento, El Dorado, Amador and Calaveras Counties. We also provide cleaning services for catastrophic fire or water jobs anywhere in the Pacific Northwest region utilizing our fine group of professional employees. While we have some good competitors, we believe we can continue to gain market share by maintaining the superior sales-marketing and customer service that has contributed to our success today.
Full time (hourly) TBD based off experience
Program Coordinator:
Description
Manages the job with efficiency and accuracy. Communicates with the customer, staff members, adjusters, subcontractors, and program contacts. Making sure that all losses are being documented, up to date, and communication needs are met, per company guidelines in various software’s. Maintains company scoring for all programs. Assists in accounts receivable follow up weekly. Customer service with a smile. Enters timecards for job costing, assists with payroll, schedules crew, creates and scans work orders daily, claim paperwork, submits material ITELS, maintaining company file, creates and maintain drop box file. Is available after hours on call (after training period).
Job Requirements
Must have a minimum of 2 years’ experience working in an office environment
Clean Background check and Clean drug test.
Able to type 40 WPM
Must be on-call on rotating schedule
Ability to work within a team, encourage others and maintain a positive attitude.
Takes instruction from Managers and directs Assistant Technicians
Follows Company guidelines and standards
Good verbal and written communication skills
Good customer service and interpersonal skills, with customer and fellow workers
Reports to work on time in a clean, complete uniform
Understanding of most phases of restoration and residential construction.
Must be able to prioritize activities and meet deadlines
Experience managing others beneficial
Communicates customer issues, job activities with key company staff to avoid escalation
Strong attention to detail
Ability to work well alone and in a team environment
Dependable and task oriented.
Comfortable working in a fast-paced, multitasking environment.
Responsibilities
The telephone to be answered within 3 rings in a cheerful manner, identifying ServiceMaster Restore, your name and a short greeting such as “Thank you for calling ServiceMaster this is “your name” how may I help you?”
Take phones on (am) and off (pm) call forwarding
Master Moment folders with new job paperwork.
Retrieve and return answering service messages and return calls within 1 business hour. Unless new job information is to be returned within 15 minutes.
Assists with scheduling all residential jobs according to zone availability. Is aware of crew requirements (time lines) and customer preferences (availability), as communicated by crew and PM.
Keeps Managers schedules and appointments.
Create new job folders: blue-water, red-fire, manilla-construction
Accept, export, or create referred/new jobs in Restore 365 & Mica (Mica training 2nd phase), adds divisions to master job folder in Restore, as needed. Creates Drop box job folder, for services (divisions) we are preforming.
Responsible for time stamping 1. Customer contacted 2. Date Inspected 3. Work Authorization 4. Date Started 5. Estimated completion date (does not always apply) 6. Date od COS
Accepts new Alacrity jobs in AlacNet and AAA jobs from Lionsbridge. Contractor Connection jobs (Programs do not connect to Restore), Restore (accept on company Restore365 software).
If needed, close “Not Sold” job in 365, verify 0 total upload, and email CFO.
Submits and invoices inspection fees (Alacrity and Lionsbridge) and communicates “not sold” with Estimator.
Manage all compliance tasks in restore 365 and all other platforms Customer contact, job start etc.
Manage the job file in Restore 365, also make sure all required information is in file, and updated as changes occur (ie daily job notes, daily pictures, contact information, sub information, claim information, etc), making sure all parties have communication as needed. Note all communication between insurance and customer.
Create and manage both digital and hard copy filing systems for all jobs. Scanning in documents to job folders in the shared drive (Drop Box), transfers photos from tech folder to applicable job folder (Drop Box), and uploads documents to in the correct program platforms, and filing in the hard file.
Assist Project Manager with ordering and tracking all sub-contractors on the job. This would include ITEL, mold asbestos testing, abatement contractors, and construction subs etc.
Aware of program requirements and approvals, maintaining they are adhered to, such as ensuring approvals are acquired and documented.
Perform daily reviews on crews’ paperwork and job photos and Restore file. If the picture is not there to support the work, paperwork is incomplete, then the company does not get paid for the services. If crew is not filling out the work orders completely or preforming their job duties, remind crew, speak to HR for corrective action.
Complete initial note per insurance program (when on call).
Schedule for next day jobs when on call, due to afterhours calls that may come in.
Mandatory on-call rotating schedule. There is a rotating company laptop and on call mobile phone 24 hours a day. Must answer all calls and coordinate scheduling with customer and crew (adjuster as needed). Full initial uploads are needed for Farmers, State Farm, and Nationwide. All other programs require 24 hour initial notes.
When job is complete, give physical file to Estimator for final billing. Being aware of program/company guidelines in Xactimate within deadline.
Facilitates DocuSign to necessary parties.
Pull report on all active jobs, reviewing daily to make sure there are not open exceptions, or Client approved construction jobs that need to be schedule for contract.
Inform CEO of QuickBooks Invoice revisions for modification
Check AlacNet and Lionbridge (CTSO) sites daily.
Creates Work Orders for the following day with Managers.
Assist in coordinating inspections with Project Manager.
Enter daily time cards.
Submit ITELS through the app, confirming coverage, coordinating subcontractors (example: abatement, environmental testing company, delivery of pods)
Requesting approval over 3 days dry time and $2500-3000 threshold on claims, specialty equipment, and put on hold for uncontrolled delays that effect scoring.
Active participation in weekly Manager meeting, and Safety meetings.
Re-stock forms.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.
