Customer Experience & Operations Coordinator

Benefits:

Competitive salary Opportunity for advancement Paid time off Training & development Tuition assistance What This Role Is As the premier Property Restoration experts, at Paul Davis, we help homeowners and businesses recover after damage from events like water leaks, fires, mold, and storms—handling everything from emergency cleanup to full reconstruction. When something goes wrong in a home or building, it's stressful, urgent, and often confusing. Our job is not just to fix the damage—but to guide our customers through the entire process. This role is the central hub of that process. You will own the customer journey from first call through project completion—ensuring every client feels informed, supported, and confident in choosing Paul Davis. You will also serve as the internal bridge between all teams—maintaining office operations and keeping Mitigation, Contents, Reconstruction, and Accounting aligned and moving efficiently. What You'll Be Responsible For (Job Responsibilities) Customer Experience Ownership

• Serve as the primary point of contact from intake through completion
• Handle all inbound office calls including leads, and new job opportunities
• Communicate and educate customers on our process, capabilities, and value
• Build trust early to help convert job opportunities into signed jobs
• Ensure all new jobs are properly set up in systems
• Guide customers through next steps, timelines, and expectations
• Ensure a smooth handoff between Cross-Functional Coordination
• Act as the communication bridge between Mitigation, Contents and Reconstruction teams
• Track job status and proactively follow up to keep jobs moving
• Coordinate accounts receivable efforts with customers and insurance companies Operational Support
• Manage office operations, supplies, digital filing systems and administrative needs
• Oversee employee onboarding documentation and records
• Maintain job files, documentation, and compliance requirements
• Support insurance carrier/program/TPA compliance and documentation requirements
• Process subcontractor documentation (licenses, insurance, background checks) What Success Looks Like
• Customers feel informed, supported, and confident at every stage
• Jobs move smoothly between departments with no gaps
• Increased close rate on all job opportunities
• Strong communication internally and externally
• Team members rely on you as the "hub" of information Who You Are (Qualifications)
• Highly organized and thrives in a fast-moving environment
• Strong communicator—clear, confident, and professional
• Naturally proactive—you don't wait for things to break
• Comfortable speaking with customers about services and process
• Detail-oriented with strong follow-through
• Tech-capable and quick learner (Microsoft Office, CRM systems, etc.)
• Customer-first mindset with a problem-solving attitude
• Strong time management skills
• Fluent English Why Join Us At Paul Davis, we help people rebuild their homes and properties after disasters causing water, wind or fire damage—and we take that responsibility seriously. You'll be part of a team that:
• Values ownership, accountability, and growth
• Invests in people, not just roles
• Is building something scalable and best-in-class This is not just an admin role—it's a career path into operations, project management, or leadership. Compensation & Benefits
• Competitive hourly pay (based on experience)
• Paid Holidays, Vacation and Sick time
• Paid training and development
• Clear growth path within the organization
• Exciting team culture and strong leadership support