Data, Dispatch & National Response Lead

OVERVIEW

Jenkins Restorations upholds a vision to be the restoration firm of choice in existing and future markets while upholding Biblical values. The Water Mitigation Project Manager reports to the General Manager with accountability for providing excellent service for those who have been victims of disaster and for restoring property and lives with a servant's heart. They should embody Jenkins Restorations' core values, including, Can-do Attitude, Excellent Execution, Do the Right Thing, Actions of a Servant, and Responsible Stewardship (C.E.D.A.R).

JOB SUMMARY

This is a non-exempt position. The person in this role leads intake, data entry, and dispatch operations for assigned branches - including commercial and national (catastrophe) response jobs - while also serving as a project support resource for Commercial Project Managers. Responsibilities span receiving, distributing, and tracking incoming claims; accurate and timely data entry and dispatching of jobs; auditing data and job creation across the team for quality and compliance; and supporting commercial/CAT projects with document processing, reporting, and accounting tasks. This person trains incoming dispatchers, monitors call and data quality, and reports performance data to the Department Head of Operational Support. This position requires open, continuous communication with branch and company employees and managers, and may require occasional holidays, occasional Saturdays, and overtime as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties will include, but are not limited to:

Leadership Duties

• Monitor calls and data entry across the dispatch team for quality assurance.
• Audit job creation for all dispatchers to ensure complete and accurate data.
• Train all incoming dispatchers.
• Report on call volume and team performance data to the Department Head of Operational Support.
• Handle escalated/difficult calls from upset clients or difficult subjects.
• Update call flows and call routing in Nextiva.
• Maintain and update the after-hours schedule as needed.
• Own ON/OFF response time management for assigned branches.

Commercial & National Response Project Support

• Manage job progress for Commercial projects
• Assist Project Managers with DocuSign document shipment to customers; manage document routing and tracking.
• Upload documents into DASH (work authorizations, waivers, etc.).
• Complete weekly reporting for POMS, Job Track, Daily Xact Report, Alacrity, and OJRs as needed.
• Respond to TPA, adjuster, and Branch Manager requests regarding scheduling and customer contact status.
• Assist Project Managers with job notes, updates, and work order creation/delivery to subcontractors.
• Create change orders as specified by the project manager.
• Serve as a secondary point of contact for customers when project managers are out of office.
• Complete accounting items for Project Managers: invoicing, budgeting, deductible payments, and purchase orders.
• Process online permitting and assist with lien paperwork.
• Navigate field job management platforms (Capabuild) and ensure jobs are kept up to date by PMs during catastrophe response.
• Use spreadsheets to ensure accurate, complete data is captured for each project.
• Assist with invoicing and client communication for deductibles and payments; manage T&M data entry.
• Collaborate with Commercial Coordinators and Directors on administrative duties.
• Other duties as assigned with approval from the Department Head of Operational Support

SUPERVISORY RESPONSIBILITIES

This position has no formal direct reports but does include team-facing leadership responsibilities, including training, quality auditing, and performance reporting for the dispatch team.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience

High school diploma required. Six months to one year of related customer service experience and/or training, or an equivalent combination of education and experience. Prior experience in dispatch, data entry, or project coordination preferred.

Oral Communication

Must have a pleasant and friendly mannerism in the office and in contact with customers on the telephone.

Language Skills

Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to write routine reports and correspondence, and speak effectively to customers and employees of the organization.

Computer Skills

To perform this job successfully, an individual should have working knowledge of databases, the Internet, spreadsheets, and word-processing software.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The work environment is a professional office setting. The noise level in the work environment is usually moderate.