Position Summary / Purpose

Create high levels of customer satisfaction by exceeding their expectations and fulfilling the company’s contractual obligations through the timely and profitable delivery of restoration services.

Facilitate the timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition, minimizing repairs and downtime following property damage.

Principle Duties and Responsibilities

• Prepare written proposals, estimates and accurate scope of services - learn carrier, adjuster and client specifics that will speed up approvals and ensure we are the best choice

• Lead client through process outline, secure work authorizations and communicate clear expectations for our team

• Collect initial funds and ensure projects remain funded while “Work In Process”

• Develop list of materials and equipment needed for projects

• Obtain pricing for materials

• Obtain bids from subcontractors

• Provide final documentation and secure final approvals in order to close/fund projects in a timely manner

• Maintain effective communication with customers and all involved parties – including adjusters, third-party owners, building engineers, property managers, tenants, and clients etc.
• Communicate with Customers every two days

• Maintain project files and resources

• Attend customer-related functions. Network with customers to help generate new business

• Build and maintain relationships with claims adjusters, clients and contractors

• Secure business – and prospect for new referrals and clients

• Coordinate budgets from estimates and communicate with subcontractors

• Maintain strategic relationships with vendors and subcontractors

• Exceed profitability targets on managed projects

• Plan and execute projects during the “work in process” status to completion

• Maintain efficient and accurate flow of production paperwork from the job site to administration

• Ensure that craftsmanship, materials and personnel conduct meet or exceed the highest level of quality standards

• Coordinate resource planning of technicians, laborers and subcontractors

• Order materials required for projects and coordinate delivery to job site

• Finalize projects - collecting funds, Certificates of Satisfaction and customer surveys

• Perform property inspections and complete reports

• Assist in the management of Trade staff to include providing day to day leadership, preparing and delivering performance evaluations, assisting in their training and professional/personal growth etc.

• Assist in conducting RST team trainings

Additional Duties and Responsibilities

• Maintain project files – include all expenditures for job-related materials to be accounted for

• Develop and maintain resource information on products, vendors, subcontractors and government requirements

• Attend and assist in conducting company meetings as required

• Perform production work if appropriate

• Perform minor repairs on company equipment and vehicles

Decision Rights and Authority

• Determine project scope and estimated cost for restoration jobs

• Close jobs by obtaining customer agreement to the defined project scope and cost

• Schedule service vehicles and technicians

• Management of the budget for projects\

Working Relationships and Scope

• All adjustments, modifications and corrections will be evidenced in writing through change orders and maintained in good order.

• Only company-approved vendors and subcontractors will be used

• Works with Branch Manager in hiring and discharge of production division personnel

• Coordinates with Marketing for follow-up and job evaluation with customers

• Coordinates with customer and administration function for timely collection of project payment

Performance Competencies

• Customer Service – The individual responds promptly to customer’s needs, effectively explains processes and equipment that will be used, solicits customer feedback to improve service, gains customer approval through signed Work Authorization and maintains confidentiality.

• Customer Focus – Combines empathy for customer’s situation with time and budget constraints to effectively manage and exceed customer’s expectations.

• Oral Communication – The individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one and small group situations. Adaptable and able to think on his/her feet. Able to effectively communicate with customers in understandable terms.

• Written Communication – Writes clear, precise, well organized estimates, proposals and emails. The individual edits work for spelling, uses appropriate vocabulary and has impeccable grammar. Is able to read and interpret written information.

• Team Building – Achieves cohesion and effective team spirit with peers, subordinates and subcontractors. Sustains a climate characterized by open, honest relationships where differences are constructively resolved rather than ignored, suppressed or denied. Shares credit for accomplishments.

• Planning & Organizing – Has the ability to see the overall job from start to finish. Knowing the steps to be taken, resources and time required, can effectively create a timeline for the job. Coordinates plans with other managers as well as prioritizes and plans work activities and uses time efficiently.

• Quality – the individual demonstrates accuracy and thoroughness and monitors his / her own work to ensure quality.

• Adaptability – the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent changes, delays or unexpected events.

• Dependability – the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

• Integrity – Iron clad. Does not cut corners. Puts company interests above self. Earns trust of co-workers. Is intellectually honest, does not play games.

• Excellence – Sets high, ‘stretch’ standards of performance. Demonstrates low tolerance for mediocrity. Sets clear, fair and aggressive goals for self and others, encouraging individual initiative.

• Safety and Security – the individual observes safety and security procedures and uses equipment and materials properly.

• Technology – the individual uses typical communication devices to effectively speed communicate and appropriately utilizes company-approved estimating and customer contact management. He / She regularly uses standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work performed. Effectively uses communication devices and technology to collect, review and forward field activity reporting.

Qualifications - Knowledge, Skills and Abilities

• Education and Experience

High School diploma or GED plus three (3) to five (5) years of experience managing construction or restoration projects and supervising crews. Associates (2 year) degree or bachelors (4 year) degree in business or construction management preferred. Advanced knowledge of building construction, remodeling or restoration. Understands the relationship between direct labor and profitability.

• Language skills

Read and comprehend simple instructions, short correspondence and memos. Write simple correspondence. Effectively present information in one-on-one and small group situations to customers, clients, and other employees.

• Financial Reports and Budgeting

Understanding of financial reports: Profit & Loss, Balance Sheet, Cash Flow and budgeting. Ability to review completed job costing, assess performance and identify areas for improvement.

• Technical skills

Proficient technical skills, experience and certification in the areas of service the company provides.

• Mathematical skills

Adequate math skills. Able to quickly and effectively translate remaining work into manpower planning, project completion times, and review and assess labor time reporting. Effectively project job costs based on work remaining.

• Reasoning skills

Ability to apply common sense understanding and to carry out detailed written or oral instructions. Deal with problems involving multiple concrete variables in standardized situations.

• Negotiation skills

Wins by creating advocates, not enemies, when negotiating

• Computer skills

Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Word and Excel. Experience with Xactimate software is a plus

• Listening skills

Effective in receiving feedback and input from customers and employees, probing for additional information or unspoken issues and providing timely response.

• Certificates, Licenses and Registrations

None required for this position

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions

• The work of this position is predominantly carried out in a shop or job site environment. Daily exposure to the shop where vehicles and equipment are housed and maintained is expected. Employee will encounter facilities where standing water and sewage are present, heat is unavailable due to lack of utilities, fire damage has occurred and mold or other organic growth exists.

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Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Commission pay

Work Location: In person

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