Description

The Goal of the Pro Xpress Coordinator is to assure that Valcourt is meeting and/or exceeding our client’s expectations on all jobs awarded within the department. These jobs include emergency temporary repairs, leak repairs, emergency safety issues, pressure washing, masonry repairs, water testing, caulking and coating issues.

The Pro Xpress Coordinator must create and maintain systems within the department where every client interaction sets or reinforces our customer care culture. Every interaction needs to be nurturing for the client from the first time spoken to, all the way through until invoicing.

Qualifications

Key Performance Indicator #1 – Exceed client expectations by coordinating with the operations department to meet our client’s demands to perform work in the ProXpress Department.

Objective 1A – Utilize the job scheduling protocols for pro-active communication with our clients in the ProXpress Department. 

Responsibilities: 

• Communicate with client upon notice-to-proceed and let them know of our tentative schedule for project start-up with in 48hrs 

• Determine if client has an MSA

• After initial contact, follow standardized scheduling protocols for daily and weekly client touches

• Update Scheduling calendar real time and as commitments are made 

• Evaluate potential increase in Pro Xpress work and need for additional crews needed. Communicate with ProXpress Department Manager & Operations Team and plan for required resources 

Objective 1B – Coordinate seamlessly with our Pro Xpress Service Manager to exceed our client’s expectations of work performed in the Pro Xpress Department.

Responsibilities: 

• Assure that all jobs are properly set up with in system and delivery team has proper documentation 

• Communicate with the Service Manager daily to assure proper scheduling of jobs 

• Communicate with the Service Manager of potential increase in ProXpress work and need for additional crews needed.

Objective 1C- Assure Service Records, Daily job communication and Invoicing is completed to protocols 

Responsibilities: 

• Review and edit Service Records received by crews daily and send to BDM with in 48hrs 

• Assist PX delivery team with daily in progress client touches 

• Produce project invoices the day project is complete and submit to client 

• Communicate with BDM for customer service call day of job completion 

• Manage receivables to include 10 day touch plan goal is to collect all AR items within 30 days 

• Produce weekly Up Sell Reports for tracking purposes 

Key Performance Indicator #2 – Increase sales and our closing percentages by coordinating with the Sales Department of all estimating and pricing of prospective work for the ProXpress Department. 

Objective 2A – Assure all incoming opportunities are managed in a time sensitive, professional manner. 

Responsibilities: 

• Utilize the qualification worksheet for all incoming phone calls

• Determine if a BDM or estimator is needed for estimating purposes 

• Submit standard flat rate time & material proposal to clients that do not need a site visit from BDM or Estimator 

• If BDM or Estimator is needed, pass along all information gathered 

• Follow up on all submitted proposal to close business 

Key Performance Indicator #3 – Manage the WC Cross Selling Initiative

Objective 3A– Assure all WC Opportunities are handled according to protocols within time allowance. 

Responsibilities

• Set up CRM Opportunity and Proposal Shell with in 24hrs of request 

• Assist with providing WC BDM Technical support as needed utilizing team members

• Coordinate with Service Manager/Estimating Department for estimating/scope design of opportunities within of 72 hours 

• Track and documents cross selling opportunities 

• Produce and distribute weekly cross selling information