PAUL DAVIS RESTORATION OF DOWNRIVER DETROIT
Operations & Project Coordinator
Reports To
Owner & Field Management Team
Works Closely With
Mitigation Managers, Project Managers, Reconstruction Team, Contents Team, Job Cost Accountant (JCA), and Operations Leadership
Employment Type
Full-Time, on-site
WHY THIS ROLE EXISTS
Paul Davis Restoration of Downriver Detroit is building a reputation as the most reliable, responsive, best-documented restoration company in Southeast Michigan.
That reputation is earned one job at a time.
It is earned through:
- fast response times
- excellent communication
- clean documentation
- operational consistency
- accurate project flow
- zero surprises to customers or adjusters
and projects that move quickly without chaos
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This role exists to protect operational speed, documentation quality, communication standards, compliance, and project flow across the life cycle of every job.
The Operations & Project Coordinator is not a passive administrative position.
This role is operational infrastructure.
This position directly supports the operational performance of the Mitigation and Field teams while helping maintain workflow, communication, and compliance across the company during changing workload demands.
This person serves as:
- the checkpoint for job file quality
- the communication support system for the field team
- the intake control point for new losses
- the coordination hub helping projects move efficiently from intake to close-out
and the early warning system for operational problems before they become expensive delays
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The goal is simple:
No surprises.
No preventable delays.
No jobs falling through the cracks.
CORE RESPONSIBILITIES
1. Lead Intake, Phone Coverage & Dispatch Support
- Answer inbound customer and emergency calls with professionalism, urgency, and empathy
- Gather complete and accurate loss information during customer intake
- Create and route new jobs in RMS accurately and in real time
- Notify appropriate field personnel and management immediately upon new loss intake
- Follow up on missed, pending, or incomplete leads to ensure no opportunity sits untouched
- Support rapid-response scheduling and dispatch coordination for mitigation activities
- Ensure every inbound lead receives timely communication and proper documentation from first contact
- Send welcome letters and intake communication to customers and insurance agents
Maintain excellent first impressions and communication standards during all customer interactions
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2. Job File Management & Operational Quality Control
- Own the operational flow of the job file from open to close
- Ensure RMS and required systems are updated in real time throughout every active project
- Upload, organize, and verify all contracts, photos, drying logs, paperwork, and project documentation
- Confirm all required documentation is exported to required platforms on schedule
- Post public and private notes according to company standards and program requirements
- Verify all required signatures, contracts, and compliance documents are completed before work begins
- Ensure job documentation meets carrier, program, and company standards
- Archive completed project documentation properly in SharePoint and company systems
Never allow preventable documentation failures to create payment delays, return trips, compliance issues, or customer frustration
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3. Compliance, Workflow Accountability & Operational Follow-Through
- Monitor Claims Force and required compliance systems daily for every active job
- Ensure compliance tasks are completed accurately and on time
- Click compliance task completion buttons only after verifying requirements are satisfied
- Flag overdue tasks, missing documentation, or unresolved issues immediately
- Escalate operational risks early before they become billing delays, customer issues, or carrier problems
- Track recurring process failures and identify patterns requiring operational improvement
- Run estimates through Valudate before carrier submission when required
- Track violations, corrections, and resolution timelines
Maintain a “nothing sits” mentality across all active projects
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4. WIP Meetings & Operational Visibility
- Facilitate or support weekly WIP review meetings with field leadership and ownership
- Maintain visibility on all open jobs, aging files, bottlenecks, and stalled tasks
- Track project progress against operational benchmarks and company expectations
- Communicate workload and operational capacity concerns early
- Flag delays, failed promises, missing communication, or stalled approvals before they impact cycle time
- Help maintain operational accountability throughout the project life cycle
Identify recurring bottlenecks and propose process improvements
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5. Customer, Adjuster & Communication Support
- Ensure customers receive consistent communication throughout the life of the project
- Support communication flow between homeowners, project managers, technicians, subcontractors, and insurance adjusters
- Confirm adjuster updates are completed according to company guidelines
- Respond to customer inquiries with professionalism and urgency
- Alert ownership and field leadership immediately to customer risks, complaints, or escalation concerns
- Help maintain a customer experience that generates referrals, repeat business, and positive reviews
Ensure no customer is left wondering what is happening with their project
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6. Vendor, Supply & Operational Logistics Coordination
- Coordinate dumpsters, equipment logistics, and material ordering as directed
- Support field teams by ensuring operational resources are ordered and scheduled in a timely manner
- Coordinate with vendors, suppliers, and subcontractors to support uninterrupted job flow
- Track paperwork, COIs, vendor documentation, and operational requirements
- Assist with permit coordination and municipal documentation processes when applicable
Flag operational delays caused by missing materials, scheduling conflicts, or vendor issues immediately
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7. Invoicing, Documentation & Collections Coordination
- Work closely with the JCA to help maintain clean, invoice-ready files at all times
- Confirm invoices, supporting documentation, and required project records are delivered according to carrier, customer, and contract requirements
- Verify all required documentation is complete before invoicing
- Track aging issues and flag delays impacting collections or cash flow
- Support documentation follow-up and collections support activities as directed
- Confirm project costs, documentation, and job records are complete prior to job close-out
Help reduce preventable payment delays through accurate documentation and proactive follow-through
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8. Survey, Review & Reputation Management
- Deploy customer satisfaction surveys following project completion
- Track customer responses and escalate negative experiences immediately
- Send review requests to satisfied customers according to company standards
- Support company reputation growth through operational excellence and customer communication
Help maintain high customer satisfaction and review performance standards
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PERFORMANCE EXPECTATIONS
Success in this role requires:
- urgency
- consistency
- follow-through
- communication
- accountability
- organization
- operational awareness
and meticulous attention to detail
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This role is expected to:
- protect cycle time
- reduce preventable delays
- support operational speed
- improve communication quality
- maintain compliance
- support cash flow
and strengthen customer and adjuster trust
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PERFORMANCE GOALS
- Job Cycle Time 10 Days Mitigation 90 Days Reconstruction
- Net Promoter Score (NPS) 80
- Operations Scorecard 80
- Revenue vs Cost Ratio 1.3
- Job Cost 60%
- Zero preventable compliance failures
- Zero overdue critical compliance tasks
- Zero preventable invoice delays caused by missing documentation
- Fast, accurate intake and dispatch response times
- High customer communication consistency
Increased review volume and referral generation through operational excellence
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COMPETENCIES & QUALIFICATIONS
Required
- High school diploma or GED
- Valid driver’s license and insurable driving record
- Strong written and verbal communication skills
- High degree of urgency and responsiveness
- Meticulous attention to detail
- Strong organizational and follow-through skills
- Comfortable holding others accountable respectfully and directly
- Ability to work independently in a deadline-driven environment
- Strong computer and software skills using Windows, Office, web browsers, and operational software systems
Ability to learn industry platforms quickly
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Preferred
- Restoration, mitigation, construction, insurance, or project coordination experience
- Experience with RMS/DASH, Xactimate, Claims Force, Valudate, Docusketch, SharePoint, or related software
- Experience in customer service, operations coordination, or workflow management
Experience supporting high-performance teams in fast-paced environments
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WHAT SUCCESS LOOKS LIKE
In this role:
- projects move faster
- communication improves
- adjusters receive fewer surprises
- documentation stays clean
- customers feel informed
- invoices go out faster
- collections improve
- field teams stay supported
and ownership spends less time chasing preventable operational problems
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This role directly supports the long-term growth, reputation, and operational excellence of Paul Davis Restoration of Downriver Detroit.
We are building a company known for speed, excellence, professionalism, communication, and execution.
This role is a critical part of that mission.
Schedule & After-Hours Communication Expectations
This role primarily operates during standard business hours, Monday–Friday.
Due to the emergency-service nature of the restoration industry, this position will participate in limited rotational after-hours communication coverage as assigned.
After-hours responsibilities may include:
- Receiving and responding to calls escalated from the company answering service
- Gathering accurate loss information and documenting/entering emergency intake/claim details
- Coordinating communication with ownership or field management when required
- Supporting customer communication and operational coordination during active emergency situations
This role is not expected to perform field labor or emergency mitigation work. The focus of after-hours coverage is communication, intake accuracy, escalation to field management, and operational support as needed.
Company-observed holidays currently include:
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
- Christmas Eve
- New Year’s Eve
Operational flexibility, professionalism, urgency, and calm communication are critical to success in this role and essential in the restoration industry.
Compensation
- $22–25 per hour, based on experience and overall fit
- Opportunities for growth as the company scales
- Company-supported training and development
- Fast-paced, team-oriented environment with high standards and strong operational support
