Customer Service Coordinator

EARTH. FIRE. WATER. AIR.

If you wield the power to harness these elements, keep reading…

Emergency Restoration Experts (ERX) has been in business since 2013. We are a growing company providing superior emergency property restoration services restoring structural and personal property caused by water, fire, mold, storm, biohazard, and other conditions. We serve customers with our mission in mind, “Every time we interact with others, we do so to improve their lives.” With over 10 years of experience, ERX is an industry leader that demonstrates a commitment to and customer satisfaction by following the best practices and industry standards to meet the needs, wants, and desires of our customers. We have a vision that one day we will become the “Titans” of the Restoration Industry.

So, what does it mean to be a TITAN?

To be a TITAN for ERX means you not only know the industry but that you truly believe in our core values. Having said that…

OUR CORE VALUES

WORK HARD & HAVE FUN DOING IT

OWN IT

FAITH

FAMILIES FIRST

GROWTH-DRIVEN MINDSET

Summary of Responsibilities

The Customer Service Coordinator supports the operations team by managing job documentation, communication, and customer interactions throughout the restoration process. The Customer Service Coordinator also serves as the central communication hub, ensuring a high level of service and operational coordination between divisions. This role ensures that projects are organized, tracked, and communicated effectively to deliver high-quality service and customer satisfaction. Additionally, this role serves to tie together all aspects of the business to ensure the customer is taken care of at every step of the process.

Essential Duties and Responsibilities

• Create and maintain a Central Job File for each job, including ancillary files where needed. Review and update Third-Party Administrator (TPA) files daily to ensure compliance with requirements (such as progress notes, photos, or documentation).
• Ensure complete and accurate data entry to support efficient production management.
• Track project progress through each phase, updating notes and systems as information becomes available.
• Manage project tracking tools, including databases, production boards, and recurring reports.
• Triage and manage project-related communications (emails, calls, updates).
• Communicate effectively with clients and internal stakeholders.
• Working with operational staff for coordinating and scheduling purposes.
• Work closely with the customers, insurance companies, and third-party administrators on various timely administrative duties.
• Serve as a secondary representative to clients, ensuring professional communication and issue resolution.
• Conduct proactive “Pulse Check” calls with customers twice weekly to monitor satisfaction, identify concerns, and escalate issues as needed.
• Maintain ongoing contact with customers to evaluate progress and satisfaction.
• Support project managers in maintaining low Accounts Receivable (target: minimal at 30-60 days; zero AR beyond 60 days).
• Assist in the creation of work orders and other supporting documentation.
• Provide updates, reports, and metric data to management on a weekly basis.
• Partner with project managers to ensure projects run smoothly and customer expectations are met.
• Perform other duties as assigned.