Job description

SERVPRO's 2022 Franchise of the Year, Team Wall is looking for our next great hero!

Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en

Job Summary

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 timestamping. Additionally, Intake Coordinators participate in the on-call rotation for after-hours emergency calls and SERVPRO Corporate-dispatched jobs. Required weekend shift hours will rotate between all Intake Coordinators (i.e., Intake Coordinator will be scheduled off 2 weekdays, and will be scheduled for in-office business hours on Saturday and Sunday of that week. The expectation is this will be a once-a-month occurrence).

Major Duties and Responsibilities:

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: 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.
• Dispatching: The Intake Coordinator will be responsible for assigning a scheduled estimate or service appointment to the most qualified Estimator or Crew Lead in the best logistical way that optimizes business operations.
• 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.
• Program Proficiency: The intake process includes inputting necessary information into two primary systems: Service Fusion and WorkCenter. Intake Coordinators schedule and dispatch estimate appointments and jobs in Service Fusion and create leads/job files in WorkCenter. Intake Coordinators ensure that FNOLs are sent to the correct office locations. Intake Coordinators must be proficient to a level of mastery with these two applications, as they are used on a consistent basis.
• TPA Timestamps: Some jobs may need additional timestamps in our TPA applications. Intake Coordinators will be proficient in navigating these applications and are directly responsible for timely timestamping and documentation during the intake process.
• Organization: It is the responsibility of the Intake Coordinator to demonstrate great organizational and time management skills on a daily basis.
• Job File Documentation: Ensure that all daily updates and customer communication is recorded and documented in the Workcenter job file. Ensure all required service start forms (ATP) are distributed, signed, and included in the Workcenter job file.
• WIP Meetings: Intake Coordinators will participate in daily WIP meetings to gain understanding of scheduling/dispatch statuses of all active leads and jobs.

Weekly

• Weekly Team Meetings: Intake Coordinators actively participate in weekly department meetings, contributing feedback and questions to the team.
• TPA Scorecard: The Intake Coordinator should review the Weekly TPA Scorecards that are issued for their local office for performance results that relate to TPA admin responsibilities tying to the Intake and On-Call team members.
• Intake Coordinator Scorecards: The Intake Lead should compile this and distribute to Intake Coordinators on a weekly basis. These scorecards should be reviewed in bi-weekly one on ones to identify strengths, weaknesses, and identify action plans to improve performance.

Monthly:

• Bi-Weekly One-on-One Meetings: Employee development is a priority at Team Wall. Regular one-on-one meetings are scheduled, conducted, and documented by the Intake Lead; the expectation is for Intake Coordinators to actively participate in these meetings each month. One-on-one meetings provide the opportunity for open discussion of work progress, employee development, goals, and expectations.

As Needed:

• 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 QuickBooks Online. Intake Coordinators are directly responsible for entering this information if needed.
• Training: The Intake Coordinator may be asked to participate in or attend training sessions either on or off site.
• Employee Training: Intake Coordinators assist Intake Lead in training new Intake Coordinators via on-the-job training and shadowing opportunities.
• Education: Continuing education and training creates an essential foundation for Team Wall employees. Review and complete all courses in SERVPRO U that are assigned by your supervisor, and discuss additional training opportunities as necessary. Cross-training roles in other departments is also encouraged.

Additional Tasks: Intake Coordinators complete tasks as assigned by Intake Lead.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person

Ability to commute/relocate:

• Sparks Glencoe, MD 21152: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you willing to work a varying schedule? (Day, night, on-call, etc.)

Experience:

• construction industry: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

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