Client Care Coordinator

Socket.dev; Fletcher (NC); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with up to 4% company match

Paid Vacation time

Paid Sick time

6 paid holidays annually, 1 floating

Weekly pay

Job summary

First Restoration Services of Asheville is seeking an experienced Customer Care Coordinator to join our Asheville, NC team. The role focuses on client updates, guiding customers through insurance loss processes, and high-volume call handling.

You will manage project documentation in HubSpot and NetSuite, coordinate with project managers, and ensure timely invoicing and communication with clients.

Qualifications

• Customer-focused professional with strong communication and organizational skills.
• Experience in a fast-paced office or restoration environment preferred.
• Able to pass a background check and drug screen.

Responsibilities

• Qualify jobs on intake and capture data in HubSpot.
• Create/update Work Breakdown Structures for projects.
• Generate and submit invoices; manage documentation in NetSuite.
• Coordinate with Project Managers and clients; monitor progress weekly.
• Support collections and A/R activities as needed.
• Maintain timely communication with clients and internal teams.

Skills

Customer Service oriented

Team oriented

Strong Communication

Time management

Analytical

Problem Solving

Interpersonal

Attention to Detail

Dependable

Proactive

Multitasking

Education

High School Diploma or GED

Tools

HubSpot

NetSuite

Encircle

PandaDoc

Job description

First Restoration Services of Asheville is a busy full-service Disaster Restoration Company looking for an experienced Customer Care Coordinator to join our Asheville, NC team.

We specialize in restoring residential and commercial properties after emergency situations caused by water damage, flood damage, mold damage, fire/smoke damage, and biohazard/trauma events.

At First Restoration Services you’ll find not just a job, but a career with purpose and growth. If you’re looking for a place where your contributions are valued, your career is supported, and your work makes a difference, we would love to have you on our team.

Summary:

The Client Care Coordinatoris responsible forconsistent communication with our clients (property owners or agents), providing updates on the status of the project& thenext steps. In addition,helpguide customers through the insurance loss process. This is a high-volume call role, requiring both incoming and outgoing calls daily. Additionally, the Coordinator oversees file compliance, provides administrative support to managers, handles the generation and submission of invoicing clients.

KeyResponsibilities:

• Qualify jobs on intake and entering all information possible/available intoHubSpot(job management software)
• Send Introduction C3 email with contact information for each new lead enteredinNetSuite.
• Create/UpdateWork Breakdown Structure (WBS)for all projects.
• Create Sales Order to match WBS and ensure all information including activity codes areaccurateon sales order.
• Ensures all relevant dates, notes, photos, and documents areinNetSuite.
• Send out all Project Manager assignments withnecessaryinformation.
• Client Care Check-In Calls - ensure consistent communication with the customers weekly. Responsible for obtaining verification of work progress/completion andgauging the customer'ssatisfaction.
• Follow up on all after-hourexisting customercalls and ensure all notes are entered into NetSuite.
• File liens on accounts and complete Lien Waivers for Commercial Properties
• Set action items for self and Project Manager in contact with the client.
• Create contracts andsubmitthemto customers through third-party systems such as Encircle andPandaDoc.
• Ensure all proper documentation is provided prior tofinalinvoiceprojects.
• Create invoicesinNetSuite andsubmitthemto clients.
• Ensure notes are enteredintoall open jobs, contacting relevant participants, and escalating to the department manager asrequired.
• SupportCollectionsManagementas needed with the A/R and Project Manager teams.

• Process customer payments via payment portal and notify A/RManager of all payments with transaction number included.
• Collect and document collection of theinsurancedeductible.
• Ensure 50% of estimated project value is collected before the job is started on non-insuranceworkorappropriate ownerapproval is documented.
• Createdrawschedulesas needed.
• Ensure thetimelyinvoicing of all jobs as outlined by compliance tasks.
• Escalate any reconstruction job to management where the billing packet has become past due.
• Ensure attendanceofWeekly WIP Meetings with Operations Team
• All other duties asassigned.

Qualifications and Skills:

• Customer Service oriented
• Team oriented
• Strong Communication Skills
• Effective time management
• Analytical

• Problem Solving
• Technical Skills
• Interpersonal
• Attention toDetail
• Dependable
• Proactive
• Effective Multitasking

Requirements:

• Must be able to pass a background check
• Must be able to pass a drug screen

Education:

• High School, GED, or Equivalent.

Physical Requirements/Working Conditions:

• The majority of the role will involve sitting at a desk or workstation for extended periods while handling tasks such as answering phone calls, responding to emails, and updating client information.
• Frequent use of a computer and keyboard for data entry, client communication, and record-keeping. This may involve repetitive hand motions and extended periods of typing or using a mouse.
• While the role generally does not involve heavy lifting, there may be occasional light lifting (up to 20 pounds)

Work Environment:

• Client Care Coordinators work in an office environment.The work may be performed at a desk or workstation, interacting with clients and colleagues via phone, email, or in person.
• The role requires regular interaction with clients over the phone, orvirtually. Strong communication skills are crucial for handling inquiries, providing information, and resolving concerns.
• Client Care Coordinators often work closely with other departments, including salesand operations.Collaborate to ensure the client’s needs are met and ensure smooth coordination between teams.
• The work environment can be fast-paced, with frequent changes in priorities, particularly in response to client requests, urgent situations, or deadlines. Multitasking and adaptability are essential.
• The role often requires the use of technology, including Customer Relationship Management (CRM) systems, scheduling software, email, and phone systems to coordinate client care. Comfort with various office tools and software is important.

Salary:$24.00-$26.00

Benefits:

• Medical, dental, and vision insurance
• 401k with up to 4% company match
• Paid Vacation time
• Paid Sick time
• 6 paid holidays annually, 1 floating holiday
• Weekly pay