Office Assistant and Job File Coordinator
Salado, TX
Full Time
Experienced
| Job Title: | Office Assistant and Job File Coordinator | Division/Department: | Office |
| Reports to: | Office Manager | New/Replacement: | New |
| Pay: | Salaried | Exempt/Non-Exempt: | Exempt |
| Date Prepared: | March 18, 2025 | Last Revision Date: | March 2025 |
Summary:
At SERVPRO of Southwest Bell County, South Killeen, and SERVPRO of North Killeen, Harker Heights, we're more than just a restoration company – we're a team dedicated to making a real difference in our community. We pride ourselves on our culture of ultimate ownership, where every team member takes responsibility for delivering exceptional results. We are committed to creating the best customer experiences by providing compassionate, professional, and efficient service during challenging times. Above all, we operate as one team, supporting and empowering each other to achieve our shared goals. If you're looking for a rewarding career where you can grow, learn, and make a positive impact, join the team!
Summary
As an Office Assistant and Job File Coordinator, you will play a pivotal role in facilitating efficient operations and ensuring seamless communication with customers, stakeholders, and team members. This position involves diverse responsibilities, from answering phones and scheduling to managing leads from conversion to job file completion. You will work closely with Production to maintain an accurate work-in-progress board and audit daily documentation for all job files. You will review the scope, estimate, and job file documentation to ensure all program requirements are met and all work performed is accurately captured in estimates and provided for invoicing. Additionally, you will be responsible for maintaining exceptional customer service, fostering a positive and supportive workplace culture, and assisting with general office duties as assigned.
Primary Responsibilities
Customer Service and Communication:
- Provide exceptional customer service in all interactions (phone, in-person, email). Maintain a friendly and professional demeanor.
- Answer phones, manage a detailed call log, and greet office visitors.
- Handle inquiries, resolve issues, and maintain clear communication with internal and external stakeholders.
- Perform customer follow-ups to monitor satisfaction and request outstanding Google Reviews for completed jobs.
- Periodically perform site visits with customers to assist with response times and scheduling conflicts
- Conduct 6-month follow-up calls to customers to enhance relationships and identify potential sales opportunities.
- Coordinate and optimize work schedules for balanced job allocation and efficient workflow.
- Manage the Work-in-Progress (WIP) Board, keeping staff updated on daily schedules and job statuses. Analyze the WIP board to identify trends, bottlenecks, and areas for process improvement.
- Promptly receive, enter, and dispatch lead calls and job referrals (First Notice of Loss - FNOL) into the system, ensuring accuracy and completeness.
- Collaborate with teams to coordinate production and on-call schedules, ensuring efficient resource allocation.
- Monitor the logistical progress of job referrals, ensuring they meet customer expectations.
- Oversee all aspects of job file documentation, including communications and subcontractor activities.
- Ensure job paperwork is prepared for Crew/Estimators and facilitate timely estimate conversions.
- Maintain an organized file system and company calendar.
- Monitor job file status daily to ensure accuracy and compliance with client requirements.
- Communicate with Production crews to ensure all required documentation is captured on-site.
- Create/review estimates based on scopes and photos provided by the Production crew.
- Review timestamps and other job file data points to accurately track Key Performance Metrics (KPMs).
- Complete and review job file documentation for final upload and audit.
- Perform internal audits of all projects to ensure estimates accurately reflect all work performed.
- Perform job close-out activities, including coordinating with the accounting team for accurate invoicing.
- Maintain compliance with National Accounts Program Agreement (NAPA) and Third-Party Programs; monitor and share relevant bulletins with stakeholders.
- Ensure adequate inventory of office and general supplies; assist with equipment and supply orders.
- Assist with web marketing activities and tracking.
- Assist other departments as needed.
- Perform other related duties as assigned.
Education and Experience Requirements
- High school diploma or equivalent required
- Proven experience in administrative roles, preferably in a fast-paced office environment
- Previous office/estimating experience preferred.
- Proficiency in computer applications and ability to adapt to new software applications
- Excellent communication, organizational, and multitasking skills
- Exceptional customer service skills, strong administrative abilities, and excellent verbal and written communication skills required.
- Proficiency in using various digital tools and technologies to complete job tasks efficiently.
- Experience in the restoration, construction, or insurance industry is a plus.
- Attention to detail and problem-solving skills is required
This is a full-time position, working hours varying between 7:00 a.m. and 5:00 p.m., Monday–Friday. This position may require longer hours and some flexibility in hours may be needed depending upon business needs.
Physical and Work Environment Requirements:
This is a largely sedentary role in an office environment. However, some filing may be required. This could require the ability to lift files, open filing cabinets, and bend or stand on a step stool as necessary.
For purposes of employee safety and professional appearance, employees will be required to adhere to certain uniform and safety requirements, which include wearing branded clothing (as provided), dress or work pants (no jeans), and grooming for proper respirator and safety equipment fit if required for specific job site visits.
To promote the health, safety, professionalism, and experience of employees and customers, SERVPRO of Southwest Bell County, South Killeen, and SERVPRO of North Killeen, Harker Heights, is a 100% smoke-free and tobacco-free company. This position requires adherence to a smoke/tobacco-free workplace policy, encompassing all tobacco use in and around job sites, with or near customers, and in/on company property, including in and around buildings and vehicles, or while wearing company-branded clothing.
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