This role is hybrid remote in Naperville, Illinois. 

Position Summary / Purpose

Support multiple Project Managers and their teams in creating high levels of customer satisfaction by establishing collaborative relationships among the project teams and stakeholders, resolving issues with customers, and promoting the concept of integrated systems.

Assist in the coordination, scheduling, and facilitation of the timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition.\

Provide support to construction team members to ensure projects are completed within the company standards set in each of the Four Tenants of a Job File: Cycle Time, Documentation, Customer Service and Financials.

Principle Duties and Responsibilities

• Provide an outstanding customer service experience through communication from the first Quality Assurance call through the final collection of the project.
• Support, facilitate, and coordinate the work of multiple Project Managers and their
• Identify and remove barriers for successful completion of overall
• Review internal & external project communication and
• Prepare and update project reports as they pertain to Accounts Receivable
• Prepare and/or track project documentation; contracts, invoices, submittals, estimates, change orders, supplements, etc.
• Assist Operation Analyst with securing necessary or missing documentation from customers and clients.
• Perform customer billing and collections, meeting company cycle times and
• Perform collection procedures for account receivable files per the AR Process
• Respond and document customer and client account inquiries and provide or seek resolution in a timely and professional manner.
• Meet weekly with the OM to discuss customer service and accounts receivable
• Meet monthly with OM and all PCs to discuss SOPs, efficiencies, inefficiencies, best practices, and other areas of discussion as warranted.
• Perform work in complete and consistent adherence to company standards and developed Office SOPs.

Additional Duties and Responsibilities

• Maintain company
• Answer phones and handle incoming calls, as
• Attend company
• Perform general office duties, such as drafting correspondence, filing, and creating reports as
• Assist with daily housekeeping of the

Decision Rights and Authority

• Prepare and send invoice documents based upon documentation
• Working Relationships and Scope

• Facilitate collaborative relationships among internal team and
• Reviews customer satisfaction with Marketing to assist in follow-up of COI’s.
• Coordinates with Project Manager and customer for timely collection of project

Performance Competencies

• Oral Communication – The individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one and small group Adaptable and able to think on their feet. Able to effectively communicate with customers in understandable terms.
• Written Communication – Writes clear, precise, well-organized letters and The individual edits work for spelling, uses appropriate vocabulary and has impeccable grammar. Is able to read and interpret written information.
• Team Building – Achieves cohesion and effective team spirit with peers, subordinates and subcontractors. Sustains a climate characterized by open, honest relationships where differences are constructively resolved rather than ignored, suppressed, or Shares credit for accomplishments.
• Planning & Organizing – Has the ability to see the overall job from start to Understanding the steps to be taken, resources and time required, can effectively create a timeline for the job. Coordinates plans with other managers.
• Customer Focus – Combines empathy for customer’s situation with time and budget constraints to effectively manage and exceed customer’s expectations.
• Technology – Regularly uses standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work Effectively uses communication devices and technology to collect, review and forward field activity reporting.

Qualifications - Knowledge, Skills, and Abilities

Education and Experience

• Three (3) to five (5) years of experience working in the construction or restoration industry a plus
• Financial Reports and Budgeting Understanding of financial reports

Technical skills

• Proficient technical skills, experience, and certification in the areas of service the company

Mathematical skills

• Adequate math

Negotiation skills

• Wins by creating advocates, not enemies, when negotiating

Computer skills

• Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Word and Excel. Experience with Xactimate software is a plus.

Listening skills

• Effective in receiving feedback and input from customers and employees, probing for additional information or unspoken issues, and providing timely response.

Certificates, Licenses and Registrations

• None required for this position

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions

• The work of this position is predominantly carried out in an office environment. Occasional exposure to the shop where vehicles and equipment are housed and maintained is
• Noise level in the work environment is usually