Customer Centered Project Coordinator

RESTORATION BILLING SERVICES

Remote Project Coordinator

Full-Time Position | Restoration and Property-Services Operations

Location

Remote — Philippines

Schedule

Monday–Friday, 7:00 a.m.–4:00 p.m. U.S. Eastern Time

Reports To

Operations Manager and Company Ownership

Employment Type

Full-time | Long-term position

Position Summary

The Project Coordinator is responsible for keeping restoration projects organized, documented, scheduled, and moving forward from initial assignment through final billing and closeout. This is not a passive administrative position. The coordinator is expected to communicate confidently, follow up persistently, anticipate delays, and make sure that every customer, crew member, subcontractor, and internal team member knows what happens next.

The successful candidate will be calm under pressure, exceptionally organized, comfortable making and receiving telephone calls, and willing to take ownership of problems until they are resolved. The goal is simple: no missed appointments, no incomplete job files, no unanswered customer questions, and no project left sitting because someone failed to follow up.

Primary Responsibilities

Project Coordination and Scheduling

Coordinate active water, mold, environmental, and restoration projects from initial intake through completion and administrative closeout.

Schedule inspections, mitigation crews, equipment placement and removal, subcontractors, follow-up visits, and customer appointments.

Confirm appointments with customers, property managers, technicians, and subcontractors and immediately address access or scheduling problems.

Maintain an accurate daily and weekly project schedule and communicate changes promptly to everyone affected.

Track project milestones, deadlines, outstanding decisions, and next actions so that work does not stall.

Coordinate closely with the Operations Manager to assign priorities and resolve scheduling conflicts.

Customer and Stakeholder Communication

Serve as a primary point of contact for customers during active projects and provide clear, professional status updates.

Answer incoming calls and make outgoing follow-up calls to customers, property managers, adjusters, attorneys, vendors, and subcontractors.

Respond promptly to questions, complaints, and requests while avoiding promises outside the coordinator's authority.

Communicate difficult information calmly and professionally and escalate serious concerns before they become larger problems.

Document all meaningful conversations, commitments, approvals, and next steps in the CRM immediately after the interaction.

Identify additional customer needs or potential work and promptly refer the opportunity to management or estimating.

CRM, Documentation, and Job-File Control

Create and maintain complete, accurate job records in Luxor CRM and the company's related systems.

Collect and organize signed work authorizations, contracts, photographs, moisture records, inspection reports, estimates, invoices, completion certificates, and other required documentation.

Review job files routinely for missing documents, unclear notes, incomplete tasks, or unresolved follow-ups.

Ensure all email s, telephone notes, reports, and project documents are saved to the correct job file using company naming and filing standards.

Prepare project-status summaries and exception reports for management, highlighting delays, risks, missing information, and decisions required.

Coordinate with bookkeeping so that completed job files contain everything necessary for accurate and timely billing.

Billing, Collections, and Administrative Support

Confirm that project completion documents and billing information are collected and submitted promptly.

Follow up on missing signatures, customer documents, purchase orders, insurance information, and other items delaying billing or payment.

Assist with professional collection calls and email s when assigned; this position requires comfort discussing outstanding invoices.

Help organize attorney correspondence, notices, lien-related information, and supporting documents under management direction.

Maintain accurate follow-up dates and records of collection activity without making unauthorized legal, payment, or settlement commitments.

Operational Follow-Through

Review open projects daily and actively chase missing answers rather than waiting for others to respond.

Identify recurring coordination problems and recommend practical improvements to workflows, templates, checklists, and procedures.

Follow established company procedures while exercising sound judgment when an unusual situation arises.

Participate in project-review meetings and arrive prepared with accurate job status, open issues, and recommended next actions.

Perform other reasonable coordination and administrative duties required to keep company operations running smoothly.

Required Qualifications

At least three years of experience in project coordination, customer service, restoration, construction, property management, logistics, or a similar deadline-driven environment.

Excellent spoken and written English, including the ability to communicate confidently by telephone and write professional email s.

Strong computer skills and the ability to learn CRM, scheduling, telephone, document-management, and Microsoft 365 systems quickly.

Reliable high-speed internet, a professional remote workspace, and backup plans for internet or power interruptions.

Ability to work the full 7:00 a.m.–4:00 p.m. U.S. Eastern Time schedule consistently.

Stable employment history and a genuine interest in long-term employment with one company.

Preferred Experience

Restoration, construction, insurance, property management, legal support, or service-business coordination experience.

Experience working with U.S. customers and service providers.

Experience using a CRM, Microsoft Teams, Outlook, cloud-based telephone systems, and shared document storage.

Experience coordinating field employees, subcontractors, or multiple active customer projects.

Experience with invoicing follow-up, collections, legal documentation, or lien-support administration.

Personal Characteristics

Ownership: You take responsibility for getting the answer and closing the loop.

Persistence: You follow up professionally and repeatedly without becoming discouraged or abrasive.

Organization: You can manage many moving projects without losing details, deadlines, or documents.

Judgment: You know what you can handle independently and what must be escalated.

Composure: You remain calm, respectful, and productive when customers or situations become difficult.

Accuracy: Your notes, schedules, files, and communications can be relied upon.

Initiative: You look ahead, identify what is missing, and act before someone has to remind you.

Teamwork: You support the field and office teams and do not treat necessary work as beneath you.

Performance Standards

Performance will be evaluated primarily on:

Accuracy and completeness of project files and CRM records.

Timeliness of scheduling, customer responses, documentation, and follow-up.

Number of preventable missed appointments, communication failures, or stalled projects.

Ability to maintain control of multiple open projects and clearly report their status.

Professionalism and effectiveness in customer, vendor, crew, attorney, and collections communications.

Dependability, attendance, adherence to schedule, and long-term commitment.

Authority and Escalation

The Project Coordinator is expected to make routine scheduling and administrative decisions within company procedures. Pricing changes, settlement decisions, legal positions, customer concessions, contractual commitments, and unusual operational risks must be escalated to management before any commitment is made.

Employment Expectations

This is a full-time, long-term position and not a temporary assignment or secondary job.

The employee must be available, responsive, and focused during the entire assigned schedule, except for approved breaks.

Professional appearance and camera participation may be required for video meetings.

Confidential customer, financial, insurance, legal, and company information must be protected at all times.

Continued employment is subject to satisfactory performance during the company's initial probationary period.

Equal Opportunity

Restoration Billing Services considers qualified applicants based on their skills, experience, reliability, and ability to perform the position. The company does not discriminate on the basis of legally protected characteristics.