Position Summary:
Paul Davis Restoration, Inc. is a North American organization that provides property damage emergency services, restoration, and reconstruction services for residential and commercial properties due to water, fire, mold, storm, and other disasters. The Paul Davis Network is made up of more than 330 offices across the US and Canada. Since 1966, we have helped more than 2 million property owners restore their properties and lives. Paul Davis Restoration is owned by FirstService Corporation, a global leader in the rapidly growing real estate services sector. In our business, training of local marketing professionals is critical to the continued success of the Network.
The Commercial Operations Specialist oversees and assists our offices with working commercial jobs and communicating with our customers and insurance carriers. This individual establishes relationships with our customers and adjusters from the initial call notifying us of the job through daily updates and final invoicing, realizing that sales and customer service is part of the entire process. This role supports our offices daily with job process, estimating, and project oversight. This role has flexible work hours but sometimes requires conversations with customers and offices during night and weekend hours. This role is 100% remote. The ideal candidate for this role will have strong project management and customer service skills, as well as experience in the property claims insurance industry and structural damage estimating.
Essential Duties/Responsibilities:
- Receive jobs from national customers and commercial insurance carriers and assign to local Paul Davis office based on location and job requirements.
- Sometimes required to have conversations with customers and offices during the night and weekend hours - flexible work hours.
- Builds relationships with national customers and insurance carriers.
- Oversees job confirming that office is meeting requirements of service level agreement with customer.
- Communicate initial job information and reporting to customer or adjuster based onsite inspection.
- Assist offices with the creation of preliminary reports, rough order of magnitude estimates, and timelines on all jobs.
- Locate additional resources or expertise within Paul Davis network if job requires.
- Partner with other internal business functions to facilitate successful commercial job process.
- Work with offices to provide daily updates to customers or adjusters on progress of jobs.
- Manage progress of jobs through job management system.
- Provide assistance with cost estimating on the job.
- Communicates with office on a regular basis to confirm job is progressing based on timeline.
- Review estimates submitted by offices to confirm accuracy based on scope and reporting, and that correct pricing is used.
- Discusses the estimate or bid with customer or adjuster focusing on sales and customer service.
- Provide final estimate to Finance and Administration Coordinator for invoicing.
- Other duties as assigned.
Competency – Knowledge, Skills, and Abilities:
- Motivated, confident, and experienced in handling commercial restoration jobs or claims.
- Strong property damage estimating skills and experience.
- Advanced operating knowledge of Xactimate.
- Demonstrated skill in customer service and managing relationships with multiple customers.
- Proficiency in managing project or claim load.
- Highly detail oriented and organized.
- Project Management skills.
- Ability to work under pressure to meet deadlines.
- Exceptional analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work independently and make decisions.
- Demonstrated success driving process improvements.
- Effective interpersonal skills.
- Ability to foster teamwork.
- Ability to follow our Paul Davis Values, Vision, Missions, and 10 Serving Basics.
Required Education and Experience:
- Bachelor's Degree in business, construction, construction management, insurance, or relevant degree and/or experience.
- A combination of experience, proven skills, extensive knowledge of property insurance and the restoration industry may be considered in lieu of a degree.
Preferred Education and Experience:
- A minimum of 10 years of relevant property insurance or restoration industry experience.
Physical Requirement:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit, climb or balance, stoop or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- Must be able to stay in a stationary position up to 100% of the time.
- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Constantly operates a computer and other office productivity machinery, such as a calculator, fax machine, copy machine, and computer printer.
- Must be able to observe and perceive information on a computer and documents.
- Must be able to communicate and converse with customers over the phone.
- Occasionally will lift up to 20lbs.
- Ability to safely operate a company vehicle.
Work Environment:
The employee will be working remotely in their home office and will be exposed to normal conditions of air conditioning and heat. Most work will be conduct over email, video conferencing, and telephone. Employee must have access to a stable internet connection when working out of office. Employee must use provided VPN technology to securely connect remotely. The successful person must be productive with minimal supervision.
Travel:
- This position may require up to 30% travel for vendor sites, business visits as well as for team meetings and training.
