Restoration Manager

SERVPRO® Team Bowen; Mint Hill (NC); On-site; USD 121,500 - 200,900; Full time

Job summary

A restoration services company in Mint Hill, NC is looking for a dedicated Restoration Manager to oversee all aspects of restoration projects. You'll ensure customer satisfaction, manage project teams, and drive operational excellence. The role requires prior experience in restoration and a strong commitment to safety and quality procedures. Attractive salary range of $121,500 to $200,900 is offered.

Qualifications

• Proven experience in managing restoration projects.
• Strong communication skills and customer focus.
• Ability to lead and develop a team.

Responsibilities

• Oversee restoration projects and Production crews.
• Ensure customer satisfaction and manage expenses.
• Recruit, train, and develop Restoration staff.

Skills

Project management

Customer service

Team leadership

Safety protocols adherence

Job description

Join to apply for the Restoration Manager role at SERVPRO Team Bowen

The Restoration Manager oversees all aspects of assigned restoration projects and Production/Restoration crews. Their responsibilities are centered around customer satisfaction, revenue growth, profit growth, management development, and staff development. This front-line management position leads their team to operational excellence.

Primary Responsibilities

• Ensure an accurate scope of work for restoration projects and prepare statements of work utilizing industry-specific estimating software.
• Negotiate with customers and/or clients for approval of restoration activities.
• Schedule, coordinate and oversee crews, assets, and subcontractors to provide service on active projects, including subcontractors.
• Review job site documentation to support the services provided and ensure proper client requirements and billing processes.
• Maintain all communications with customers, teammates, vendors, and insurance representatives.
• Manage production expenses including labor, equipment, vehicles, and other assets.
• Manage the customer and client experience and overall satisfaction; provide priority response to potential customers as needed.
• Actively engage in recruiting, hiring, and training restoration teammates.

Job Specific Responsibilities

Safety

• Recognizes and documents safety hazards.
• Identifies PPE needs and enforces adherence to proper usage.
• Adheres to and oversees work site safety protocols and franchise safety guidelines.
• Attends and participates in team safety meetings.
• Maintains assigned PPE kit.

Work Habits

• Maintains well-organized physical and digital records, documentation, and workspace.
• Assists Operations with scheduling and dispatching of Restoration staff, as needed.
• Assists Human Resources with training and development of Restoration staff, as needed.
• Acts as a resource for Large Loss Team, as needed.

Priority Response

• Responds to and initiates services utilizing crews and subcontractors as needed.
• Evaluates customer priorities and project needs.
• Consults with potential customers and sells services, converting leads into viable jobs.
• Communicates initial inspection findings and ongoing activities with stakeholders.
• Identifies safety hazards, communicates them, and establishes control measures to ensure the safety of occupants and workers.
• Initiates mitigation/remediation services.
• Determines salvageable items and materials.

Scope/Plan

• Creates and reviews project scopes of work and estimates for accuracy.
• Negotiates scope of work and/or pricing to obtain required approval.
• Creates and maintains a project timeline.
• Reviews work orders to ensure direction corresponds to efficient completion of the scope of work.
• Communicates expectations and order of operations of planned mitigation/remediation activities to Restoration Supervisors and oversees their activities.
• Plans for and coordinates subcontracted services.

Project Management

• Coordinates, plans, and manages work activities of projects to ensure quality standards are met.
• Manages and ensures submission of accurate project documentation and communications to all stakeholders.
• Creates project budget and manages job costs to maintain profitability.
• Performs quality control inspections throughout the project and takes corrective actions as needed.
• Maintains communication with internal and external stakeholders daily.

Customer/Client Service

• Manages the execution of an exceptional customer/client experience while identifying and implementing activities for incremental improvement.
• Communicates restoration processes and establishes expectations with stakeholders.
• Listens to stakeholder concerns or complaints and takes appropriate action.
• Explains all the required paperwork to customers and obtains signatures as needed.
• Manages damage reimbursement expenses.
• Maintains communication with all stakeholders on progress of job.

Expense/Asset Management

• Manages Restoration expenses according to company guidelines.
• Controls labor and consumable usage on assigned projects.
• Manages assets by protecting and using equipment, tools, and materials properly.
• Manages procurement of operating supplies to maintain adequate on-hand inventory.
• Manages inventory processes of equipment and tools.
• Performs vehicle and equipment maintenance.

Job Documentation

• Accurate photographs and documentation of work sites.
• Documents an accurate scope of work for needed services.
• Composes a daily comprehensive job diary to include all services performed.
• Verifies all required information is entered into the appropriate software application.
• Documents and/or performs a final review of job files to support the services provided.

Training

• Manage, assign, and/or facilitate franchise training.
• Coach and train assigned Restoration Personnel.
• Conducts and/or coordinates safety training for restoration staff.

HR Administration

• Recruits, interviews, and provides recommendations on employment offers in coordination with human resources.
• Ensure restoration staff accurately records time and approve all assigned staff timecards each payroll period.
• Monitor performance of direct reports to identify coaching and training needs.
• Conduct annual employee reviews of assigned restoration staff in coordination with the Restoration Operations Manager.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Consumer Services

Charlotte, NC | $121,500.00-$200,900.00