Project Coordinator

Itel Laboratories

Full-time - Entry Level

Professional, Scientific, and Technical Services

About the position

The Project Coordinator at Itel Laboratories Inc. is responsible for customer support and repair sales related to wood restoration services. This role involves efficiently initiating, assigning, and coordinating the inspection and communication of repair analyses for furniture and cabinet claims, ultimately supporting revenue generation through the sale of repair jobs.

Responsibilities

• Communicates with homeowners, adjusters, contractors, and repair firms to gather and convey necessary information.
• Supports restoration firms by aiding in processes, documentation, and related inquiries.
• Manages and updates assignment information using Itel's wood restore database and carrier-specific tools like AlecNet, CoreLogic, Xactimate, and XactAnalysis, while meeting strenuous SLA requirements based on carrier contracts.
• Executes assignment procedures within specified time limits to ensure all work, communication, and queries meet contractual obligations.
• Addresses policyholders', adjusters', and repair firms' concerns through practical problem-solving and collaboration throughout the repair inspection and reporting lifecycle.
• Coordinates any specific repair process concerns with Technical Repair Analysts.
• Contacts homeowners to review and sell restoration estimates and answers basic questions on how the repair will be performed.
• Solves customer and carrier concerns and delivers a positive customer experience.
• Works with adjusters on any necessary estimate adjustments to resolve claim settlement and continue the sales process.
• Bills and collects deposits, where applicable.
• Performs quality assurance on all analysis, supplements, or initial estimates, prior to distribution externally.
• Once repair is sold, coordinates with all stakeholders, internal and external, to synchronize assignment progression through the claim lifecycle.
• Coordinates Special Program communications, training, and requirements while managing a third-party system with insurance carriers.
• Devises strategies to expand business engagement with carriers and customers.

Requirements

• High school diploma or equivalent.
• At least one (1) year of customer service experience.
• Proficient in inside sales, strategic cold-calling, revenue projection, and delivery.
• Excellent customer service orientation.
• Experience in high-performance teams and demonstrated teamwork abilities.
• Creative problem-solving skills, adaptability, and organizational proficiency.
• Effective problem solving.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Office Suite and related software.

Nice-to-haves

• Bachelor's Degree or certifications in a related field.
• Knowledge in woodworking or construction.
• Experience with Xactimate, Contractor Connection, Symbility, and/or other TPA.