After Hour Receptionist and Admin

SERVPRO Team Fox is seeking an experienced, highly organized Remote Restoration Operations & Dispatch Coordinator to support our growing restoration operation.

This is not a basic administrative VA position. The person in this role will help manage after-hours emergency calls, coordinate and dispatch crews, assist with estimating platforms, follow up on outstanding estimates and approvals, and support accounts receivable and collections. Knowing how to post on social media is also a plus.

We are looking for someone who is comfortable communicating directly with customers, insurance professionals, property managers, and our internal production team and who can remain calm and organized when handling emergency situations.

Key Responsibilities

After-Hours Emergency Response & Dispatch
Answer and manage incoming after-hours emergency calls.
Gather critical First Notice of Loss (FNOL) information, including customer information, loss location, type of damage, insurance information, and emergency conditions.
Determine the appropriate level of response based on established company procedures.
Contact and dispatch on-call crews for water, fire, mold, board-up, and other emergency losses.
Communicate job information clearly to the responding crew and management.
Maintain communication with customers while crews are being dispatched.
Document all calls, communications, and actions in the appropriate system.
Escalate large losses, commercial emergencies, or unusual situations to management.

Estimating & Insurance Administration

Assist with Xactimate and Symbility estimating workflows.
Upload estimates, photographs, documentation, invoices, and supporting information to carrier/program portals.
Review files to make sure required documentation has been submitted.
Track estimates that are awaiting review or approval.
Follow up with adjusters, insurance carriers, TPAs, and customers regarding outstanding estimates.
Document all follow-up activity and maintain accurate file notes.
Identify files that are stalled or require management attention.

Accounts Receivable & Collections

Follow up on outstanding invoices and accounts receivable.
Contact insurance companies, adjusters, customers, and other responsible parties regarding payment status.
Track promised payments and follow-up dates.
Maintain detailed collection notes.
Escalate aging or disputed balances to management.
Assist with obtaining payment documentation and resolving administrative issues delaying payment.

Administrative & Operational Support

Maintain accurate customer and job information.
Assist project managers and office staff with job-file administration.
Monitor open tasks and follow up to make sure deadlines are met.
Prepare reports on outstanding estimates, approvals, receivables, and follow-ups.
Help ensure jobs continue moving through the workflow rather than sitting without action.
What We're Looking For

The ideal candidate will have:

Excellent spoken and written English.
Experience working with a U.S.-based company.
Strong telephone and customer-service skills.
Ability to handle emergency calls professionally and calmly.
Strong organizational and follow-up skills.
Ability to manage multiple active files and priorities.
Excellent attention to detail and documentation.
Comfortable making outbound calls and following up repeatedly when necessary.
Strong computer skills and ability to learn new software.
Ability to work independently without constant supervision.
Reliable high-speed internet and a professional, quiet work environment.

Highly Preferred Experience:

Restoration or construction industry experience.
Water/fire damage restoration experience.
Xactimate
Symbility
Insurance claims
TPA/carrier portals
Dispatching field technicians or emergency-service crews
Accounts receivable or collections
CRM/job-management software