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JOB SUMMARY
The Project Coordinator will perform customer support and repair sales duties for wood restoration services as part of a project-oriented team dedicated to efficiently initiating, assigning, and coordinating the successful Inspection, communication, and distribution of the repair analysis for furniture and cabinets claims. This position supports revenue generation by selling repair jobs for the itel wood repair division.
KEY RESPONSIBILITIES
- Communicates with homeowners, adjusters, contractors, and repair firms to gather and convey necessary information.
- Supports restoration firms by aiding in processes, documentation, and related inquiries.
- Manages and updates assignment information using itel’s wood restore database and carrier-specific tools like AlecNet, CoreLogic, Xactimate, and XactAnalysis, while meeting strenuous SLA requirements based on carrier contracts.
- Executes assignment procedures within specified time limits to ensure all work, communication, and queries meet contractual obligations.
- Addresses policyholders', adjusters', and repair firms' concerns through practical problem-solving and collaboration throughout the repair inspection and reporting lifecycle.
- Coordinates any specific repair process concerns with Technical Repair Analysts.
- Contacts homeowners to review and sell restoration estimates and answers basic questions on how the repair will be performed.
- Solves customer and carrier concerns and deliver a positive customer experience.
- Works with adjusters on any necessary estimate adjustments to resolve claim settlement and continue sales process.
- Bills and collects deposits, where applicable.
- Performs quality assurance on all analysis, supplements, or initial estimates, prior to distribution externally.
- Once repair is sold, coordinates with all stakeholders, internal and external, to synchronize assignment progression through claim lifecycle.
- Coordinates Special Program communications, training, and requirements while managing a third-party system with insurance carriers.
- Devises strategies to expand business engagement with carriers and customers.
ROLE QUALIFICATIONS
EDUCATION & EXPERIENCE
REQUIRED
- High school diploma or equivalent
- At least one (1) year of customer service experience
- Proficient in inside sales, strategic cold-calling, revenue projection, and delivery.
- Excellent customer service orientation
- Experience in high-performance teams and demonstrated teamwork abilities.
- Creative problem-solving skills, adaptability, and organizational proficiency.
- Effective problem solving
- Excellent written and verbal communication skills
- Proficient with Microsoft Office Suite and related software
PREFERRED
- Bachelor’s Degree or certifications in related field
- Knowledge in woodworking or construction
- Experience with Xactimate, Contractor Connection, Symbility, and/or other TPA
KEY COMPETENCIES
- Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
- Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
- Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
- Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
- Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
- Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions.
WORKING CONDITIONS/EQUIPMENT USE
- Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
- Must be able to lift up to fifteen (15) pounds
- Frequent use of office machines to include telephone, computer, and printer
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