Operations Coordinator

Position Overview

We are looking for a proactive, detail-oriented Operations Coordinator to own the job pipeline from intake through invoice — tracking every active job, driving progress at each stage, and making sure nothing sits without action. This role is the operational engine that keeps jobs moving, keeps the team informed, and keeps the insurance process on track.

A significant portion of this role involves direct communication with insurance companies — calling adjusters, following up on claims, tracking appraisal status, and pushing for updates that allow the team to move forward. This is not a passive role. You flag stalled jobs, escalate when needed, and take initiative to get answers without being asked. If you are organized, persistent, and comfortable on the phone with insurance representatives, this role is built for you.

How the Job Pipeline Works

Understanding the full workflow is essential to succeeding in this role:

• A new job comes in — you verify it meets the intake requirements and track it in the system
• You ping the sales representative to confirm the inspection date has been set
• Once the inspection date is confirmed, the job moves to the next stage and a claim number is assigned
• You monitor all active jobs — if a job has been sitting without progress for too long, you bring it to the Operations Manager's attention immediately
• You contact the insurance company by phone and email to obtain required claim documents, following up weekly until received
• Field technicians go out, take photos, and capture data — that data is entered into the platform to generate the inspection report
• You use the report to write the estimate and submit it to the insurance company
• Once submitted, you follow up with the insurance company on the appraisal status — calling and emailing until you have an update
• You communicate appraisal updates clearly to the internal team
• Once approved, the information is sent to invoicing and the job moves forward to completion

Key Responsibilities

Job Intake & Pipeline Tracking

• Receive and log incoming jobs, verifying they meet the required criteria before moving them into the active pipeline
• Track all active jobs through each stage of the process — from intake through inspection, claim submission, appraisal, and invoice
• Maintain an accurate, up-to-date job tracker so the team always knows exactly where each job stands
• Proactively identify jobs that have stalled or been sitting without progress and escalate them to the Operations Manager before delays become problems

Sales Team Coordination

• Ping sales representatives to confirm inspection dates have been scheduled for new incoming jobs
• Follow up consistently until confirmation is received — do not wait for the information to come to you
• Move jobs through the pipeline stages as milestones are hit and document each transition

Insurance Company Communication — High Volume

This is one of the most critical and time-intensive parts of the role.

• Contact insurance companies by phone and email to request and obtain claim documents, adjuster assignments, and claim numbers
• Follow up with insurance representatives weekly — or more frequently when deadlines are approaching — until all required documents and approvals are received
• Track the status of submitted estimates and appraisals, calling the insurance company to check on progress and push for updates
• Communicate clearly and professionally with adjusters — you know how to be persistent without being difficult
• Document all insurance communications including contact names, dates, outcomes, and promised follow-up timelines

Inspection Report & Estimate Support

• Coordinate with field technicians to ensure photo and data capture from job sites is submitted in a timely manner
• Enter field data into the platform to generate the inspection report
• Use the completed inspection report to write the estimate and prepare it for submission to the insurance company
• Ensure all estimate submissions are complete, accurate, and sent to the correct insurance contact

Appraisal Process Management

• Track all submitted estimates through the appraisal process — logging submission dates and expected response windows
• Follow up with the insurance company on the status of submitted appraisals — making calls to confirm receipt, ask for timelines, and request updates
• Provide clear, timely appraisal status updates to the internal team so everyone knows where each job stands
• Once appraisal decisions are received, communicate the outcome and relevant details to the operations and invoicing team so the job can move forward

Invoicing Handoff

• Upon appraisal approval, compile and send the required information to the invoicing team
• Ensure all documentation needed to close the job is organized, complete, and transmitted without delay

Required Qualifications

• Prior experience in operations coordination, claims coordination, or a similar role in construction, restoration, roofing, or insurance-related services
• Comfortable making a high volume of outbound calls to insurance companies, adjusters, and internal team members
• Persistent and proactive by nature — you follow up without being asked and escalate before things become urgent
• Highly organized with the ability to track multiple active jobs at different stages simultaneously without losing detail
• Strong written and verbal communication skills — your phone calls are professional and your documentation is clear
• Reliable in a remote environment with a quiet workspace and high-speed internet

Preferred Qualifications

• Experience working with insurance claims, adjusters, or the property damage restoration process
• Familiarity with construction or restoration job management platforms and reporting tools
• Background in roofing, storm damage restoration, or property insurance claims coordination
• Experience writing estimates or supporting the estimating process in a construction or restoration context

What Makes You a Great Fit

• You look at the job tracker every morning and immediately know what needs to move today — without anyone telling you
• Insurance companies hear from you on a regular, consistent schedule — not whenever you happen to remember
• No job sits in your pipeline without a status, a next action, and a follow-up date
• You escalate stalled jobs before the Operations Manager has to ask about them
• You are the reason jobs move forward — the team counts on you to keep the pipeline flowing from the first call to the final invoice