Receptionist/Scheduler

Description

Summary

Perform all office administrative tasks related to customer calls, job management and tracking, job scheduling, and customer satisfaction activities. Perform general office duties, such as drafting correspondence, filing, and creating reports.

Primary Roles and Responsibilities

1. Receptionist

a. Priority of answering incoming phone calls

b. Route calls to the appropriate individual and take down any customer complaints to bring to management.

c. Receive and enter lead calls and job referrals (FNOL), including getting insurance claim information and insurance agent referral sourcing

d. Perform excellent customer service

e. Keep lead in-take within the SOP’s set forth

2. Dispatch and Pending Follow-Up

a. Dispatch lead calls and job referrals

b. Add in leads from after hours and weekends if not already in WorkCenter 2.0/DryBook/Microsoft Teams

c. Track pending lead calls and job referral follow-up and document in work center

d. Follow up with first responder for new leads and update notes with appointment specific information within 30 minutes

e. Create weekly dispatch report tracking lead follow up by first responder

f. Monitor pending jobs on a daily basis and mark dead or sold based on status and updates from production and sales team

g. Keep Customer Called timestamps up to date in WorkCenter 2.0 leads and update workflow status in Xactanalysis for designated insurances and jobs thru TPA’s

3. Scheduling

a. Keep a handle on jobs in progress

b. Monitor the Scheduling channel in Microsoft Teams

c. Ensure all required documentation is obtained before scheduling jobs

d. Keep up with the scheduler

e. Communicate scheduling with customers

f. Communicate scheduling needs and job progress with in-field crew members on a daily basis

Requirements

Skills & Experience Needed

· A minimum two years of business experience

· Working knowledge of current business software technologies is required

· Superb customer service, administrative, and verbal and written communication skills

· Experience in the commercial cleaning and restoration or insurance industry is desired

Physical and Work Environment Requirements

This is a primary role in an office environment. However, some filing is required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

Normal Working Hours, Additional Working Hours, and Travel Requirements

This is a full-time position working 8:00 a.m.-5:00 p.m., Monday through Friday. This position may require longer hours, and some flexibility in hours may be needed, depending upon the business needs.