Customer Service - Client Care Coordinator - Full time - Oahu

At Premier Restoration Hawaii, our mission as Kama’aina just like you, is to help the people and businesses of Hawaii get their lives back to normal as quickly as possible. We work as a team on all levels, serving our community with compassion, respect and honor and treating every emergency as if it were our own. Operating under the original name Maui Fire & Flood, our company, over 15 years, has gained statewide awareness as one of the best restoration and reconstruction services. No matter the size or scope of your restoration needs, we’ll be there to get your home, business or facility back to normal.

C3 (Client Care Coordinator) Summary of Position: 

The role of the C3 is to be the conduit and coordinator of the work required for each project.  The C3 is responsible for conveying all information to all parties involved, but not limited to:  internal customers (managers and team members), property owners, building managers, association contacts, insurance contacts, tenants, subcontractors and all involved with the same job. 

The C3 helps coordinate mitigation, remediation, and repairs efficiently by understanding the loss, assisting with, and scheduling teams to the job, arranging testing as appropriate based on the estimates, and communicating the process flow and estimated timelines to the client.  In addition, the C3 is responsible for sending out work authorizations, deposit requests, contracts, and invoicing for a job.  

Essential Duties: 

• Receive new leads and initiates contact with the customer.  Notifies team members of the new job lead and establishes good rapport with the customer. 
• Create projects in our “CRM” – Customer Relationship Management platform. 
• Work with the entire Premier team
• Schedule Matterport (3D camera) inspections. 
• Send and secure sensitive documents
• Secures deposit payments concurrent with the contract
• Follow-up daily/weekly by calling and emailing the customer until the job is completed and we have collected invoiced amounts.
• Request “progress invoicing” per contract or as directed by the foreman or supervisor
• Send and secure signed Time & Materials pricelist.
• Review job project for final invoicing.
• Complete file quality checklist
• Email accounting for all invoicing.  Once received, email to customer. 
• If multiple invoices, send in one email with clear communication and breakdown of charges. 
• Follow up for payment weekly- first 45 days, follow AR checklist
• Send final paid invoices (PIF) to customer.  

Must have 3-5 years customer service experience.  Must be able to multi-task, professionally write and speak clearly and effectively. Must be detailed, well-organized, and efficient with all job files.  We are searching for someone who prides themselves on providing exceptional customer service with extensive follow-up and follow-through.  Accuracy is essential to the work performed.  Experience in the restoration industry is preferred.   A great attitude and willingness to learn and grow will always be considered.  We are willing to train the right person for the role.

Great benefits:

• Paid Time Off
• Health, Dental, & Vision Insurance
• Matching 401(K) Plan
• Service Awards and On The Spot recognition program

Type/Shift: Full-Time, Monday - Friday, 7:00am - 4:00pm

Pay: Starting at $22.00/hour, DOE

All offers of employment are contingent upon satisfactory completion of our pre-employment screening process.