Production Coordinator Job at The ServiceMaster Company in Frederick

Position Overview

Our locally owned Frederick, MD ServiceMaster franchise is seeking a self‑motivated, hardworking confident individual that exhibits leadership skills as well as customer‑service oriented people to join our team. Must "work hard, play hard" to make a significant positive impact in our company’s growth.

• Job Type: Restoration, Team Work, Customer Service
• Work Hours: Full Time
• Compensation: $38.000 - $40.000 per year depending on experience
• Benefits: Health/ Vision/ Dental insurance, 401k, disability benefits, PTO, holidays and paid training, on‑call bonus.
• Location: Frederick, Maryland

Position Overview

This position is responsible for customer attention and customer satisfaction. The Production Coordinator secures job sale by handling the initial call with a sense of urgency, explaining to the potential customer the unique benefits of using our company, as well as creating a positive experience that motivates the customer to hire our company for the services needed. This person also sets job expectations with property owner to include services to be performed, explanation of production process, payment expectations, etc.

Job Responsibilities

• Understanding of the claims flow process – Water Mitigation, Fire Restoration, Contents, and other cleaning services.
• Manages data entry for each claim from First Notice of Loss through to completion of job.
• Daily review of compliance tasks and all job tasks are completed on time
• Monitor and update jobs in required operating system making sure the job flows efficiently through the claims process requirements and cycle times.
• Ensure that uploading photos, and other documents are appropriately described, titled and uploaded in real time, as well as follow up to get missing required data from homeowner and insurance/mortgage information not obtained on initial call.
• Manages Customer Service issues and complaints, documenting actions and resolution.
• Client Care Calls – Ensure constant, often daily, communication with the customer, may communicate with adjuster.
• Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required.
• ensure all customer or carrier contact is performed.
• Ability to schedule appointments and prioritize jobs based on incoming emergencies. Be a quick thinker and assertive decision maker.
• Ability to work a variety of shifts and weekends as needed for on call duties, assigned on a rotation basis.
• Tenacious in following up on all leads, persuasive to close the sale.

Qualifications

• Punctuality and consistent work attendance.
• Organized, energetic and with sense of urgency.
• Superb phone skills. Sales/Call Center/Customer service experience.
• Positive attitude, desire to learn and grow as well as improving daily.
• Strong communication, listening and interpersonal skills.
• Ability to work in a team.
• Ability to participate in an on‑call schedule.
• Dependable and adaptable to operate within a fast‑paced work environment.
• Ability to manage highly confidential information.

Education

• High School diploma or equivalent required.
• Bachelor’s Degree or applicable experience preferred, work experience will be considered.
• IICRC Certifications preferred but not required: WTR, ASD, OCT, STC.

The physical demands are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Sitting for long periods of use of office equipment such as computers, phones, etc.
• Fingering and repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during the normal working environment.
• Express or exchange ideas with others quickly, accurately, and receive and act on detailed information.
• Close visual acuity to perform detail‑oriented activities at distances close to the eyes, such as preparing and analyzing data, viewing computer screen and expansive reading.

We hire for attitude and train for skills! If you have the right attitude you will be able to grow with the company and take advantage of our career opportunities. We are willing to train you, but experience or certifications are definitely a plus.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world‑class customer service and convenient access. By joining ServiceMaster, you’ll be part of a talented network of employees with a shared vision.

Our environment is a diverse community where successful people work together to achieve common goals.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location and not to The ServiceMaster Company, LLC.

Are you legally authorized to work in the United States?

How many years of customer service experience do you have?

How much experience do you have with customer interaction and conflict resolution?

Do you have experience working in the restoration industry?

Do you have experience working with crews requiring documentation, processes and procedures?

Do you hold any IICRC certifications?

Do you have any issue with being on call after hours?

Great company culture

Competitive pay

Exciting work that makes real differences in people’s lives