Job title: Customer Care Operations LeaderReport to: General Manager/COO About UsFounded in 1966, Paul Davis is a rapidly growing network of more than 300 independently owned and operated franchises providing emergency services to repair and clean-up damage to residential, institutional, and commercial structures from fire, water, storm, mold, and other disasters. Paul Davis Restoration of Northern VA, founded in 2006, continues to experience rapid growth and expansion. We are looking for leaders to provide extraordinary care serving others in their time of need. Paul Davis Restoration of Northern VA embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. PurposeThe Operations Department is responsible for the customer experience, compliance, profitability, scheduling, measuring, purchasing, installation and service of all phases of the residential/commercial rebuild process, This position requires the ability to maximize the performance of the Customer Care team by directing daily, weekly and monthly operational activities by providing leadership, motivation, training and development to the operations department staff while maintaining the company's standard as a leader in the industry.Responsibilities
Ensure that all customer contract requirements are documented and executed to a degree that exceeds customers’ expectations and are willing to recommend
Utilize the company’s customer relations management system (CRM) to effectively:
Manage customer contracts, appointments, third party administrator service level agreements.
Optimize productivity within teams horizontally and vertically.
Identify opportunities to increase efficiency via technology enhancements.
Deliver a safe, secure, clean, and fair work environment for all the company team members.
Evaluate and administer staff performance reviews for the customer care department with a focus on development and/or succession planning as appropriate
Ensure that employees are familiar with and follow the routines outlined in the standard operating procedures and process workflows
Ensure company policies are communicated, administered, and enforced (i.e., accounting, operational, safety, regulatory, and administrative)
Ensure proper staffing levels by determining labor needs, understanding, and using the company’s interviewing process and support the ROTOR program
Operate within the agreed upon margins for all rebuild jobs and support the life of the job from start to financial completion
Coordinate the collection of performance measurements consistent with customer’s and the company’s contractual requirements
Understand process performance versus target objectives, identify any shortcomings for processes in place in order communicate and implement necessary changes
Ensure that workload planning and volume forecasting routines are completed on a daily and weekly basis.
All other duties as assigned.
Knowledge of Microsoft Office applications (Outlook, Word, Excel)
At least 5+ years of experience within the insurance/construction/restoration industry.
At least 2+ years of prior management/leadership experience within the insurance/construction/restoration industry
Ability to learn and operate our primary operating systems: RMS, Xactimate, TSheets, SalesForce, Contractor Connection, ADP, Quickbooks, Sage, SharePoint, and One Drive
Ability to create documents and invoices
Ability to answer and communicate with customers/teammates over the phone
Ability to coordinate multiple jobs within the same time frame
Stress Management and Composure
Maintain a level of confidentiality
Preferred but not required· Familiarity with different insurance carriers and their guidelines · Customer service experience · Administrative experience· Bachelor's or Associates degree preferred Working Conditions· Remaining in a stationary position, often standing or sitting for prolonged periods while working on a computer· Adjusting or moving objects up to 20 pounds in all directions· Repeating motions that may include the wrists, hands, and/or fingers Benefits· Paid training industry certifications (we will pay for two certifications per year)· Health, dental and vision insurance· Paid holidays, sick and vacation days· Monthly cross-training opportunities· Retirement plan - we invest whether you do or not· Paid maternity and paternity leave· Great culture and team· Fun team building events The LocationVirginia Counties: Loudoun, Fairfax, Fauquier, Stafford, Prince William