Intake Coordinator

Job DescriptionJob DescriptionSERVPRO's former Franchise of the Year, Team Wall is looking for our next great hero!

Who are we? Feel free to check us out: https://www.instagram.com/servproteamwall/?hl=en

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.

Required weekend and evening shift hours will rotate between all Intake Coordinators.

Major Duties and Responsibilities

Daily

PreparationAll Intake Coordinators will be prepared to take calls at the beginning of shift start time.Monitor the Unscheduled Leads DashboardEnsure all potential mitigation leads are being contacted and moved to the correct status via the Team Wall Standard Administrative Operating Processes.Intake CallsIntake 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 DispatchingThe 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 ServiceIntake 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 DocumentationEnsure 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 DocumentationIntake Coordinators are responsible for obtaining ATPs from customers via e-sign as needed.InvoicingAt times, estimate fees will need to be invoiced via QuickBooks Online. Intake Coordinators are directly responsible for entering this information if needed.Employee TrainingIntake Coordinators assist Intake Lead in training new Intake Coordinators via on-the-job training and shadowing opportunities.Additional TasksIntake Coordinators complete tasks as assigned by Intake Lead.Company Benefits:

401k +matchingMedical/Dental/VisionGenerous PTO policyTraining & Development