Customer Coordinator

Job Summary
We are seeking a reliable, organized, and proactive Customer Follow-Up Coordinator to support our restoration operations team. This role is responsible for monitoring incoming leads, dispatching new opportunities, updating company systems, following up with homeowners, tracking approvals, assisting with estimates and collections, and ensuring all customer communication is properly documented.

This position also includes a sales support component. The right candidate must be comfortable responding quickly to incoming leads, contacting homeowners, gathering basic job information, and helping move potential customers through the onboarding process.

The ideal candidate must be detail-oriented, professional, comfortable speaking with customers, and able to follow approved company processes and templates.

Core Responsibilities
Lead Management, Sales Support & CRM

• Monitor incoming leads through company communication channels, including GroupMe.
• Contact new leads promptly as they come in to gather basic job information and confirm customer needs.
• Dispatch leads to the appropriate team member or technician based on company process.
• Input all new leads into the company CRM accurately and promptly.
• Add new leads to the MIT Tracker and ensure all required fields are complete.
• Maintain up-to-date lead status and job stage information in both systems.
• Follow up with potential customers to help move leads forward in the restoration process.
• Flag duplicate, incomplete, or unclear entries and resolve them with management.

Customer Onboarding

• Send onboarding emails to all new leads using approved company templates.
• Confirm receipt of onboarding information and answer basic customer questions.
• Help homeowners understand the next steps in the restoration process.
• Ensure the customer has received the necessary information to move forward with inspection, mitigation, or next steps.

Post-Inspection Follow-Up

• Place follow-up calls to homeowners the next business day after the technician completes the initial inspection.
• Continue daily outreach by call or email until mitigation has formally begun.
• Log every contact attempt and outcome in the CRM.
• Escalate to management if a homeowner is unresponsive after 3 attempts or expresses concerns.

Approval Follow-Up

• Monitor open approvals daily and send follow-up emails using approved templates.
• Track approval status and update the CRM accordingly.
• Escalate stalled approvals to management after the defined threshold.

Estimates

• Assist with tracking estimate status for open jobs.
• Confirm whether estimates have been prepared, submitted, or are pending review.
• Follow up on missing information needed to complete estimates, including photos, reports, scopes, or carrier details.
• Update the CRM and MIT Tracker with estimate status and submission dates.
• Notify management of estimate delays, missing documentation, or concerns that may prevent timely submission.

Collections

• Monitor outstanding balances and unpaid invoices.
• Follow up with homeowners, carriers, or responsible parties regarding pending payments using approved templates.
• Document all collection attempts and payment updates in the CRM and MIT Tracker.
• Track payment status, including pending, partial, received, or overdue payments.
• Escalate to management when payment is delayed, disputed, withheld, or requires management involvement.

End-of-Service Satisfaction Calls

• Place satisfaction calls to homeowners upon job completion using the approved call guide.
• Record customer feedback and any concerns in the CRM.
• Escalate complaints or issues to management immediately.

Standards & Expectations

• Incoming leads must be monitored consistently and responded to promptly.
• New leads must be contacted and dispatched according to company process.
• All CRM entries must be completed within 24 hours of lead receipt.
• Post-inspection follow-up calls must occur the next business day.
• All customer contact must be documented in the CRM with no exceptions.
• Approval follow-ups are sent daily until resolved or escalated.
• Estimate statuses must be updated regularly in the CRM and MIT Tracker.
• Collection attempts and payment updates must be documented clearly and consistently.
• Satisfaction calls must be completed within 48 hours of job closeout.

Qualifications

• Strong communication and customer service skills.
• Comfortable making outbound calls and speaking with homeowners.
• Ability to respond quickly and professionally to incoming leads.
• Highly organized and detail-oriented.
• Ability to follow templates, procedures, and escalation guidelines.
• Basic computer skills and ability to update CRM/tracker systems accurately.
• Sales, customer service, dispatching, restoration, construction, insurance, or administrative experience is preferred.

Pay: $17.00 - $19.00 per hour

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $17 - $19