Position Overview

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  Facilitate the customer’s on-going satisfaction through ensuring excellence in service, good relationship building skills and highly effective communication skills
• Provide thorough quality control for all upcoming, in-progress and past projects
• Support production scheduling as required; be aware of in-progress and upcoming scopes of work in reference to scheduling in order to properly assist to the Production Manager
• Track and monitor the progress of all projects; maintain up-to-date notes
• Ensure open and positive lines of communication with subcontractors, clients, construction material retailers etc. as required
• Maintain a positive, empathetic and professional attitude with customers, clients, subcontractors and insurance adjusters
• Respond promptly to all customer/client inquiries; acknowledging and resolving customer complaints
• Be familiar with and be able to provide knowledgeable reference to Belfor services
• Keep accurate records of customer’s interactions, comments and complaints
• Audit and provide feedback on the efficiency of Belfor customer service processes and protocols; implement change where required
• Ensure all project documentation is current, accurate and uploaded into internal and external systems
• Ensure invoicing is completed accurately in line with customer/client protocols
• Prepare and/or edit internal scopes of work, estimates, budgets, letters, faxes, memos and emails
• Support outstanding receivables
• Assist with the successful full cycle of assigned projects; from initiation to completion
• Support the liaison between the customer and Project Manager to ensure project success
• Work under time constraints to meet specific timelines
• Ensure attention to detail and keen attention to safeguarding other people’s property and information
• Participate in and demonstrate an understanding of safety principles and practices; follow all safety policies and procedures to support a safe working environment, including safe operation of machines and equipment
• Comply with all Belfor policies and procedures, as well as legislative requirements
• Proactively communicate job site conditions and concerns that may affect or are affecting completion of the job to the appropriate person
• Attend all Belfor sponsored training courses

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  10 +years’ experience in a customer service oriented role
• 5+ years’ experience in restoration, insurance and/or construction coordination
• Highly skilled in customer service principles and practices
• Advanced skills with Xactimate and/or Xact Analysis
• Manage sensitive information appropriately and maintain confidentiality
• Strong aptitude to work within deadlines
• Highly organized with attention to details
• Eligible to operate a motor vehicle per Belfor’s vehicle policy
• Ability to work within a team or independently as needed
• Strong written and verbal communication skills
• Proven ability to multi-task in a fast paced environment
• Advanced computer and/or tablet/i Pad experience with Microsoft Office programs such as Excel, Word and Google Suite
• Willing to work evenings, on call and weekends when requested
• Periodic travel may be required
• Criminal Record Check required

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  Frequent lifting from 5-40 lbs, unassisted (from 35-65% of the time)
• Occasional lifting from 41 lbs +, assisted (up to 50% of the time)
• Access and mobility in tight spaces
• Sustained periods of standing, sitting, walking, bending, and kneeling