FAST Coordinator

Location

Hybrid - US

Type

Full Time

Benefits:
  • Company Shirts
  • Paid Holidays, Vacation & Sick Days
  • Medical, Dental, & Vision Benefits
  • 401(k) matching
  • Parental leave
  • Training & development
  • Wellness resources
Join Our National Team as a FAST Coordinator! 

Are you looking to leverage your expertise to grow a role that offers varied and challenging work? Our company, a leading parent organization that owns and operates 300+ franchise locations across North America, seeks a FAST Coordinator to support the team. 

Salary Range: $21.60 - $26.45 per hour

In this role, you will serve as a member of the Claims Force Team (formerly known as Quality Assurance). This position will report to the Director of Estimating and will be responsible for providing support across the FAST Estimating Team in coordinating the team's efforts to provide world-class remote estimating service to the Paul Davis network. This position assists in driving Program performance to exceed Customer (franchisee) and Carrier expectations.
 
Position: FAST Coordinator
Reports to: Director of Estimating
Location:  Hybrid 

Essential Duties/Responsibilities
  • This role is designed to provide operational and administrative support to the FAST Estimating Team, and jointly to our network, ensuring accurate, timely, and equitable assignment distribution, communication, and provide key operational opportunities to streamline the entire remote estimating process.
  • Estimate Coordination: Help all FAST Team members receive and complete requests for remote estimates from our franchise network. Ensure equitable distribution, rebalancing of workloads, and cross-team support as required to meet service level commitments made to the customer (franchise) and carrier/TPA partners. This includes working in various platforms, FAST ticketing systems, and through direct email, phone, and other communication channels with all stakeholders.
  • Communication Coordination: Provide coordination of communication between the FAST Team, other PDRI team members, and franchisees. Ensure proper routing of urgent and important communication related to estimate requests that may be at risk of missing service level commitments. Provide support in scheduling 1:1 calls, FAST Consultations, and other meetings as requested. Route incoming communication to the FAST Team as required.
  • Documentation Escalation: Support the FAST Team in receiving critical information (documentation) that supports completion and submission of FAST Estimates. This may include receiving specific digital photographs, testing results, invoices, subcontractor bid items, or general information that can be conveyed through written commentary. Outbound calls and emails may be necessary, as well as receipt and upload of requested documentation into the claims platforms to finalize the estimating process. This is a crucial opportunity to keep FAST Estimators focused on production while maintaining a scope-maximizing perspective. 
  • Team Support: Monitor active and pending FAST Estimate request volume, to communicate and escalate opportunities to deliver on service level commitments. This may include coordinating within the FAST Team, with other Claims Force leaders or Administrators, or with others at PDRI. Provide support during Catastrophe events to rebalance workloads, as well as during team member absences, to ensure a proper flow of incoming requests to outbound estimates being completed.
  • Quality Assurance Focus: Ensure that estimate request distribution is accurate, timely, and equitable. Metrics will be established to serve as a basis for performance excellence, to guide and ensure all team members are driving FAST estimating growth and key quality performance indicators.
  • Training and Resources: Assist in providing ongoing FAST process training and support to franchisees, ensuring they have access to the latest tools, resources, documentation, and processes necessary for success using the FAST Estimating service. Help create and update training materials related to best practices, expectations, and FAST process success. This includes FAST Hub content creation and updates, as well as network communications. 
  • Documentation and Reporting: Provide support to provide key statistics and KPI updates on team performance, production, and other metrics. 
  • Communication and Problem Resolution: Act as a liaison within the FAST team, within PDRI, and within the greater organization to provide resources to solve problems and fill gaps in subject matter expertise, capacity, and other opportunities.
  • Teamwork and Collaboration: Attend company or team meetings virtually, as required, to be informed on all things Paul Davis. Provide support to other Claims Force team members in times of lower FAST Estimating demand, as cross-team support is needed. 
  • Distribute new FAST Estimate requests to appropriate team members, rebalancing workloads as needed, to drive service level commitment delivery
  • Route communication within the team, PDRI, and the franchise network to drive a streamlined remote estimating process
  • Act as liaison between all stakeholders to practice continuous improvement, driving demand for the FAST Estimating Service
  • Develop, enhance, and share training and communications on the FAST Estimating Service
  • Distribute new FAST Estimate requests to appropriate team members, rebalancing workloads as needed, to drive service level commitment delivery
  • Route communication within the team, PDRI, and the franchise network to drive a streamlined remote estimating process
  • Act as liaison between all stakeholders to practice continuous improvement, driving demand for the FAST Estimating Service
  • Develop, enhance, and share training and communications on the FAST Estimating Service
  • All other duties as assigned.
 Competency – Knowledge, Skills, and Abilities: 
  • Strong organizational and time management skills, with the ability to prioritize, communicate, and manage the completion of multiple assignments simultaneously.
  • Excellent verbal and written communication skills, with a customer-service mindset
  • Ability to work collaboratively with franchisees and internal teams to ensure smooth operations.
  • Proficiency with project management software, CRM systems, and general office tools (e.g., Microsoft Office Suite)
  • Computer literacy with MS Office Suite (Word, Excel, PowerPoint), SharePoint, Adobe, etc.
  • Ability to learn and operate our primary operating systems (RMS, Xactimate, XactAnalysis, Claims Connect, Mobile Claims, MICA Exchange, Power BI, and others)
  • The ability to work under pressure
  • Exceptional attention to detail
  • Ability to conceptualize
  • Ability to work independently
  • Self-driven
  • Ability to work with office equipment (fax, scanner, printer, copier, phone system, computers) 
  • Maintain a high level of confidentiality 
  • Ability to follow our Paul Davis Values, Vision, Mission, and 10 Serving Basics 
Required Education and Experience 
  • High school diploma or GED
  • Bachelor’s degree or equivalent experience in business administration or related field 
 Preferred Education and Experience
  • Experience serving in a customer service role.
  • Associates' or bachelor's degree in a business field
  • Experience in the restoration, insurance, or construction industry
Physical Requirement
The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. The employee is occasionally required to sit, climb, balance, stoop, or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

  • Must be able to stay in a stationary position up to 100% of the time 
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery, such as a calculator, fax machine, copy machine, and computer printer.
  • Must be able to observe and perceive information on a computer and documents 
  • Must be able to communicate and converse with customers over the phone 
  • Occasionally will lift up to 10lbs
  • Ability to safely operate a company vehicle  
Work Environment  
The employee will be working remotely in their home office and will be exposed to normal conditions of air conditioning and heat. Most work will be conducted over email, video conferencing, and telephone. Employee must have access to a stable internet connection when working out of the office.  Employee must use provided VPN technology to securely connect remotely. The successful person must be productive with minimal supervision.e. 
 
Travel   
This position may require up to 15% travel.  This position may require travel to franchise locations, trainings, and team meetings.   
 
Reasonable Accommodation for Disability   
Any applicant or employee, who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to contact Human Resources to begin the interactive exchange process.
 
The ADA defines “reasonable accommodation” as a change or adjustment to a job or work environment that allows a qualified individual with a disability to satisfactorily perform the essential functions of a particular job and does not cause an undue hardship for the employer.

Disclaimer   
Paul Davis Restoration is an equal opportunity employer. Paul Davis Restoration provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
 
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Flexible work from home options available.

Compensation: $21.60 - $26.45 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: pauldavis.com

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