Position Overview

The Production Coordinator provides support to the Production Manager. This position’s main duty is to ensure that customer service is the top priority for all projects. The Production Coordinator provides quality control for in-progress customers through diligent and consistent communications. This role coordinates multiple projects within a fast paced environment. The ideal candidate will be very organized, have excellent time management skills and be highly experienced with customer service protocols in the insurance and restoration industries.

Job Duties

• 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

Qualifications

• 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 XactAnalysis
• 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/iPad 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

Physical Demands

• 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

BELFOR (Canada) Inc. is an inclusive and equal opportunity employer. While we appreciate all applications, only those candidates selected for an interview will be contacted. We thank all applicants for their submissions.