Project Coordinator

Schedule

Monday to Friday, 9am to 6pm Eastern with an hour unpaid break

Position Summary

The Project Coordinator is the primary point of contact for homeowners and property owners from the moment a loss occurs through project completion. This role combines compassionate customer service with strong project coordination to ensure every customer feels informed, supported, and confident throughout the restoration process.

This is a proactive role—not simply answering incoming calls. The Project Coordinator maintains regular communication with active customers, identifies concerns before they become complaints, and helps deliver an exceptional customer experience from start to finish.

Key Responsibilities

Customer Intake & Phone Support

• Answer inbound calls promptly and professionally, including calls from homeowners experiencing property damage due to fire, flooding, or other losses.
• Lead every conversation with empathy, recognizing the stress and disruption customers are experiencing.
• Gather accurate information about the loss, assess urgency, document customer concerns, and escalate emergency dispatches as needed.
• Provide a calm, reassuring, and professional experience during difficult situations.

Customer Communication & Project Updates

• Conduct proactive outbound check-in calls with active customers throughout the duration of each project.
• Keep customers informed of project progress, upcoming milestones, timelines, and next steps without waiting for them to request updates.
• Ask thoughtful questions to identify concerns early, including:
  • Crew attendance and scheduling
  • Communication quality
  • Insurance adjuster coordination
  • Unexpected issues or customer frustrations
• Document every customer interaction, including discussion details, concerns, resolutions, and follow-up actions.
• Escalate customer concerns, scope questions, delays, or service issues to the Project Manager or Operations team on the same day they arise.

Project Coordination & Administration

• Maintain accurate and up-to-date project records, including:
  • Job status
  • Key project milestones
  • Insurance adjuster and third-party administrator (TPA) contact information
  • Outstanding documentation
• Monitor project timelines and identify jobs that are falling behind schedule.
• Coordinate communication between customers, field crews, and project managers to ensure information is accurate and consistent.
• Manage personal task lists and follow-up reminders to ensure no project or customer is overlooked.

Customer Experience

• Take ownership of delivering an outstanding customer experience throughout every project.
• Identify at-risk projects caused by delays, miscommunication, or unmet expectations and notify leadership before issues escalate.
• Support review generation by encouraging satisfied customers to leave feedback upon project completion.
• Respond to billing, scheduling, and insurance-related questions or route them to the appropriate team member.

Insurance Adjuster & Contractor Communication

• Proactively communicate with insurance adjusters, contractors, TPAs, and property managers regarding project status and updates.
• Relay questions and requests from field teams regarding scope clarification, approvals, access issues, and documentation.
• Follow up consistently until outstanding questions or approvals are resolved.
• Ensure requested insurance documentation is submitted accurately and on time.
• Record all communications within the project file, including contact dates, discussion summaries, and required follow-up actions.
• Serve as the communication link between the field team, office staff, customers, and insurance representatives.

Requirements

• Excellent verbal and written English communication skills.
• Strong empathy and professionalism when supporting customers experiencing stressful situations.
• Exceptional organizational and time management skills with the ability to manage multiple active projects simultaneously.
• Highly proactive with the ability to anticipate issues before they become problems.
• Strong attention to detail and accuracy in documentation.
• Ability to remain calm and composed while handling difficult or emotional conversations.
• Team-oriented with the ability to collaborate effectively across multiple departments.
• Comfortable using CRM systems, project management software, phone systems, and standard office applications.

Key Success Metrics

• Completion rate of scheduled customer follow-up calls.
• Time to resolve customer concerns and escalated issues.
• Customer satisfaction and online review ratings.
• Reduction in customer complaints requiring leadership intervention.
• Accuracy, completeness, and timeliness of project documentation.