Intake Coordinator

Job Description

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

Who are we? Feel free to check us out:

SERVPRO Team Wall, Franchise of the Year in 2022, is seeking a human resources professional with plenty of hustle, adaptability, resilience, and drive. If you this sounds like you, you may be able to further your career with the SERVPRO - Team Wall.

As a valued SERVPRO Franchise employee, you will receive a competitive pay rate, with opportunity to learn and grow.

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.

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 Coordinators responsibility to gather ALL required information from the customer to optimize the success of Team Walls production, sales, marketing, accounting, and administrative teams. The success of every job starts with the intake experience and complete information gathered.

Scheduling and Dispatching

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 offices calendar so that it optimizes the crews logistical location and business operations. This will be for both first time and repeat service appointments.

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.

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.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.

Employee Training

Intake Coordinators assist Intake Lead in training new Intake Coordinators via on-the-job training and shadowing opportunities.

Additional Tasks

Intake Coordinators complete tasks as assigned by Intake Lead.Company Benefits:

401k +matching

Medical/Dental/Vision

Generous PTO policy

Training & Development

Full-time