Contents Job File Coordinator

Summary: Manage assigned files from the beginning of emergency services until services are complete and invoiced. Facilitate & coordinate SERVPRO requirements, job requirements, insurance requirements, and customer requirements with assigned production manager as a team. Maintain job files daily by performing daily file maintenance, including loss documentation, confirmation of field work completed, communication documentation, uploads, verbal communication and with customers, insurance adjusters, and any other interested party. Attend and participate in daily WIP meetings by providing information on all jobs assigned to your team. Ensure job file documentation adheres to national account guidelines and reporting requirements. Prepare job files for audit and confirm all requirements are met. Ensure customer satisfaction by resolving customer complaints quickly. Communicate customer complaints to assigned production manager and work as a team to resolve before passing to supervisor. Keep supervisor aware of issues, present solutions and seek assistance when issue escalates beyond capacity.

Roles and Responsibilities of a Job File Coordinator

File Documentation

Full cycle file management for all contents and direct business files.

Review and validate initial field documentation & field documentation daily thereafter.

Review scope sheets against pictures & email updates to confirm scope of services/dates of service are correct and ready for billing.

Monitor job file audit status.

Communicate with customers, clients, and adjusters keeping them updated daily to ensure they have the best customer experience possible.

Communicate as a team with field crews and production manager gathering field updates for file documentation.

Communicate and follow up via email with all departments.

Document & update job files in WorkCenter, including job diary updates, Drybook updates, Xactanalysis requirements, work orders, tasks, & PO numbers.

At completion of job, close out all alerts and mark job as “Job Complete” in WorkCenter.

Estimate/Invoice Preparation

Prepare estimates for crews while on site in a timely manner.

Must be reviewed prior sending to customer or client.

Invoice completed job files and submit for internal auditing within two business days of equipment pickup.

National accounts are to be submitted for internal auditing sooner if office cycle time goal is to be met or exceeded. Review and approve subcontractor/vendor invoices that will be allocated to the mitigation invoice.

Submit final invoice on the same day after passing audit, including with it all requested supporting documentation (drying report, pictures, forms, etc.).

Submit the completed file to Accounting department once the invoice has been sent.

Job File Progress Management

Attend and participate in daily WIP meetings.

During the WIP meeting provide clear and detailed updates about work performed including internal and external communications for each assigned job.

Assure all time stamps are filled in by Intake and PM and that the correct job progress is maintained.

Assist Production Managers

Assist production manager to schedule, facilitate, and coordinate subcontractor/vendor work to be performed and pricing where necessary.

Update WIP board with job details, vaults and rack storage counts and any other pertinent or unusual info.

Audit TSheets daily to ensure accurate times.

Back up for Intake

Answer the phone by the second ring with a smile and happy tone. Time is of the essence; we are and emergency services business.

When receiving new jobs, document on FNOL Form and upload into WorkCenter. Answer general customer questions and concerns before transferring call to another team member or department. When transferring to another team member or department, properly communicate caller name and nature of call. Collect referral source

Provide the Intake team with the Intake Form and information needed to schedule the appointment

Necessary Experience and Skill Set

2+ year(s) of office, accounting, or customer service experience

Solid organization and planning capabilities, strong attention to detail

Outstanding written and verbal communication skills, including proper pronunciation, grammar, and a consistently courteous and professional tone of voice at all times

Very self-motivated and goal-oriented with ability to multi-task

Capability to work in a fast-paced, team-oriented office environment

Proficient in Microsoft Office (i.e., Outlook, Word, Excel) and QuickBooks®

Experience in customer service industry environment a plus

Ability to successfully complete a background check subject to applicable law.

Location: Our office is located in Cumming, GA.

Schedule: This is a full-time, salaried position with general work hours from 8:00 a.m.–5:00p.m., Monday through Friday. This position may require longer hours, and some flexibility in hours may be needed dependent upon business needs.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.