• Manage the customer experience and overall customer satisfaction.
• Clearly communicate production processes and establish expectations with customers.
• Effectively communicate project expectations to team members and customers, in a timely and clear fashion.
• Listen to customer concerns or complaints and take appropriate action.
• Provide priority response to potential customers.
• Determine and execute proper mitigation and remediation procedures.
• Personally respond and dispatch crews as needed.
• Meet daily with crew to discuss status of ongoing projects and to supervise that the following requirements are met.
• Consult with potential customers and sell services; converting leads into viable jobs.
• Develop scope of work for projects and create estimates using Xactware
• Review project scopes or estimates to ensure needed services are accurately captured.
• Effectively communicate with insurance claims adjusters
• Negotiate customer and/or client approval of project scope and estimate.
• Manage daily Work-in-Progress meeting to keep staff up-to-date and coordinate resources for efficient production.
• Create a project timeline and update as needed.
• Review work orders to ensure direction corresponds to efficient completion of the scope of work.
• Match available personnel with current and foreseeable workload in a logical and efficient manner.
• Control (oversee and manage) production crew performance and adherence to quality standards.
• Ensure work is performed satisfactorily and work site is left with a clean and orderly appearance.
• Perform Job site inspections of crew to ensure quality control.
• Ensure technicians you oversee are compliant with various service level agreements and documentation requirements; facilitate feedback and collection of required documents, photos, and CRM notes as appropriate.
• Maintain knowledge of status for all assigned projects.
• Document and/or review job file to support the services provided.
• Produce, review and manage accurate job file documentation.
• Manage operational expenses, ensuring costs are maintained according to budget.

• 1-3 years in Water/Fire Mitigation/Restoration
• Project Management: 1 year in Water/Fire Mitigation/Restoration
• Computer proficiency—e.g., email, MS Office, , Xactimate/estimating software, etc.
• Strong organizational skills; ability to effectively prioritize competing responsibilities with the highest attention to detail
• Valid driver's license
• IICRC Certified is Preferred

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.