Provide leadership with strategic thinking and exemplify excellent customer
service. Ensure annual office divisional key performance metrics align with
company goals are completed. Ensure a quality team of properly trained
employees produce job files according to SERVPRO® Franchise procedures and
processes. When proper job files are produced, the collecting of the jobs cash will
be a faster process and will minimize risks for the Franchise Ownership. Hire,
train, and manage a team of office personnel according to the Stages of
Development while monitoring compliance. Communicate with General
Management and/or Ownership to stay updated on jobs, documentation,
budgeting of jobs, any customer issues, and ultimately collections of the
company’s receivables.
Primary Roles and Responsibilities:
1. Office Team Management
a. Manage Receptionist-Dispatcher
b. Manage Job File Coordinator(s); Construction and Mitigation
2. Key Responsibilities and Compliance
- Ensure accounts receivables goals are met or exceeded weekly
- Verify and analyze office team’s key performance metrics weekly
- Perform audit reviews to ensure APA status is maintained according to HQ standards; CAPA, NAPA, RAPA
- Ensure fulfillment of the training and development plans for the office team
- Schedule coordination: Ensure work is scheduled and crews are utilized efficiently
- Verify FNOL documentation: Verify all customers, COIs, source, and loss data are entered into the companies software ensuring accurate and complete databases for the ops and sales teams
- Confirm subcontractor activity: Ensure budgets are created and POs are accurate prior to sending to accounting; Revise with ops as necessary to ensure companies Gross Profit goals are met by job.
- Create and review estimates as needed
- Perform job completions: Ensure correct invoices and complete job file close out in the DASH software
- General administrative tasks
- Maintain Business Resume online: Ensure information is current and accurately reflects Franchise capabilities
- Manage company outgoing and incoming mail and e-mail: Ensure all correspondence is handled timely and accurately, resulting in correspondence being received by customers, COIs, and Franchise team members
- Review and route Bulletins: Ensure Bulletins are communicated to all appropriate parties and tracked, resulting in compliance with all
- appropriate bulletins
- Maintain proper on-hand delivery of office and general supplies: Ensure needed supplies are on-hand, resulting in productive employees within set budgets
- Coordinate and maintain company calendar and Franchise communication
3. Annual Planning and Reporting
- Develop the office team’s goals by position
- Document and manage the office division performance
Necessary Experience and Skill Set:
- 5+ year(s) of office and customer service management
- experience; Restoration or Construction experience a plus
- Solid organization and planning capabilities, strong attention to detail
- Demonstrated history of ability and growth in managing an office
- environment
- Outstanding written and verbal communication skills
- Very self-motivated and goal-oriented with ability to multi-task
- Capability to work in a fast-paced, team-oriented environment
- Proficient in Microsoft Office (i.e., Outlook, Word, Excel)
- Experience in customer service industry environment a plus
- Ability to successfully complete a background check subject to
- applicable law
- Formal Education/Training
- High school diploma/GED
- IICRC certifications preferred
- Proficient with Xactimate® estimating software preferred
Normal Working Hours, Additional Working Hours:
- This is a full-time position working 7:30 a.m.–4:30 p.m., Monday through Friday.
- This position may require longer hours, and some flexibility in hours may be needed dependent upon the business needs.
Skills/Physical Demands/Competencies
This is a role in a fast-paced office environment. Some filing is required which would require the ability to lift files, open filing cabinets, and bending or standing as necessary. Ability to successfully complete a background check subject to applicable law
Each SERVPRO® Franchise is Independently Owned and Operated.
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 Industries, LLC or Servpro Franchisor, LLC (the Franchisor), in any manner whatsoever. All Sample Forms provided by Servpro Industries to Servpro Franchises should be reviewed and approved by the Franchise’s attorney for compliance with Federal, State and Local laws. All Sample Forms are provided for informational purposes and Servpro Franchises may choose whether or not to use them.
Our team currently provides services to our customers in the D/FW and OKC markets. We pride ourselves in being Here To Help during our customers’ greatest times of need. If you are interested in becoming a part of our team, providing excellent customer service, and always being Hero Ready, please apply for one of our many opportunities in either the D/FW or OKC market.
Picture yourself here fulfilling your potential.
At SERVPRO®, you can make a positive difference in people’s lives each and every day! We’re seeking self-motivated, proactive, responsible, and service-oriented teammates to join us in our mission of helping customers in their greatest moments of need by repairing and restoring homes and businesses with an industry-leading level of service. With nearly 2,000 franchises all over the country, finding exciting and rewarding SERVPRO® career opportunities near you is easy! We look forward to hearing from you.
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.
