Customer & Administrative Specialist

NOW HIRING: Customer & Administrative Specialist | Full Time | Benefits: PTO, Insurance, 401K Matching

Position Details

• Position Title: Customer & Administrative Specialist
• Employment Type: Full-Time

Job Summary

In this role, you will be responsible for playing a vital role in supporting daily operations by ensuring timely, accurate communication between customers, office staff, and field teams. This position is responsible for promptly dispersing customer information to the Office Coordinator, managing incoming inquiries with professionalism, and resolving customer concerns efficiently. The representative accurately enters claim information into company systems, finalizes schedules, manages payroll data, and oversees critical documentation such as First Notice of Loss (FNOL) and work-in-progress (WIP) updates. Additional responsibilities include handling all mail, emails, and faxes, confirming subcontractor activities, maintaining inventory levels, and providing daily reports to the DCS. A key contributor to team collaboration, the Customer Service Representative fosters a positive work environment through proactive communication and solution-focused support.

Duties/Responsibilities

Responsibilities will include:

• Disperse Customer Information to Office Coordinator
  • Consistently and promptly provides accurate customer information to the office coordinator.
• Regularly monitors and proactively responds to customer needs and inquiries in a professional, timely manner.
• Proactively monitors customer feedback and professionally resolves customer concerns effectively and promptly.
• Regularly audits phone messages from customers or COIs, ensuring all messages receive timely follow-up.
• Enter all Claim Info into Systems
  • Regularly finalizes schedules promptly, enabling effective customer communication.
  • Accurately and timely reports payroll information consistently.
  • Effectively disperses accurate and timely customer information to Office Coordinator.
• Daily Customer Communication & Documentation Assistance
  • Effectively manages all incoming and outgoing mail, email and faxes promptly and accurately.
  • Consistently oversees the job file process, including accurate scheduling and maintaining a complete, updated WIP board.
  • Completes FNOL documentation accurately and on time consistently.
  • Confirm subcontractor activity.
  • Performs payroll administration accurately and submits promptly for approval.
  • Effectively maintains appropriate office inventory levels, preventing shortages or excess stock.
  • Consistently enters accurate claim information across all required systems promptly.
  • Provides accurate and timely daily reports to DCS consistently.
• Daily Report Out to DCS
  • Actively encourages and participates in team collaboration, consistently promoting mutual respect.
  • Consistently redirects complaints toward proactive problem-solving and solution-oriented thinking.

Supervisory Responsibilities

• This role does not include direct supervisory duties but does require cross-functional collaboration and informal leadership through accountability, support, and follow-through.

Skills and Abilities

• Strong verbal and written communication abilities to interact professionally with customers, coworkers, and third parties.
• Demonstrates patience, empathy, and professionalism while effectively addressing and resolving customer concerns.
• Ability to manage multiple tasks simultaneously, prioritize effectively, and maintain detailed and accurate records.
• High level of attention to detail when entering claim information, payroll data, and documentation into company systems.
• Efficient in meeting deadlines and responding promptly to customer inquiries and internal requests.
• Approaches challenges with a solution-oriented mindset and actively contributes to positive outcomes.
• Works well within a team environment, contributing to a supportive, respectful, and productive workplace culture.
• Comfortable using office software (Microsoft Office Suite), email systems, and specialized platforms for scheduling, claim entry, and documentation (e.g., CRM or restoration software).
• Maintains a courteous, respectful demeanor and represents the company positively in all interactions.
• Remains flexible in a dynamic work environment, adjusting to shifting priorities and evolving procedures as needed.

Education and Experience

• High school diploma or GED required.
• Associate’s or Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
• 1–2 years of customer service experience in an office, administrative, or service-oriented environment required; experience in the restoration, insurance, or construction industry is a plus.
• Proficiency with office software, including Microsoft Office (Word, Excel, Outlook), and experience using customer relationship management (CRM) systems or restoration job management platforms preferred.
• Experience in handling multi-line phone systems, data entry, and document management is strongly preferred.
• Familiarity with basic payroll processes, scheduling, and administrative support tasks is beneficial.
• Demonstrated ability to work in a fast-paced, team-oriented environment with a strong focus on customer satisfaction and operational accuracy.

Physical Requirements

• Ability to sit for extended periods while working at a desk and using a computer.
• Ability to type, handle documents, and operate office equipment.
• Occasional standing, walking, and reaching with hands and arms; occasional bending, stooping, and kneeling to access files or supplies.
• Ability to lift and carry materials and equipment up to 15 pounds as needed.
• Ability to communicate effectively in person, over the phone, or via electronic communication.
• Ability to operate a motor vehicle.

Conditions of Employment

• Successful completion of a background check.
• Motor Vehicle Report complete with requirements met for being insured on company vehicle insurance policy.
• Verification of your qualifications and references.
• Acceptance and compliance with the Company’s employment policies and guidelines as stated in the Employee Handbook.