Office Administrator & Customer Experience Coordinator

Benefits:

• Dental insurance
• Health insurance

Office Administrator & Customer Experience Coordinator

Position Summary

A mind built for excellence. A spirit built for serving the customer.

Paul Davis Restoration Ottawa & Lanark is looking for an energetic, organized, and customer-focused professional to join our growing team.

As the Office Administrator & Customer Experience Coordinator, you are the first impression of our company. You will manage emergency intake, customer communication, office administration, scheduling support, and assist multiple departments to ensure projects move smoothly from the first phone call through final completion.

No two days are the same. One moment you may be helping a homeowner experiencing a flooded basement, while the next you're coordinating meetings, assisting Project Managers, supporting accounting, or helping prepare for a CAT (Catastrophe) response.

If you thrive in a fast-paced environment, enjoy helping people, and love being organized, we'd love to meet you.

Primary Responsibilities

Customer Service & Emergency Intake

• Answer all incoming telephone calls professionally and empathetically.
• Respond to emergency calls and gather critical loss information.
• Create new jobs in RMS.
• Dispatch emergency service requests.
• Escalate emergencies appropriately.
• Coordinate after-hours handoffs.
• Greet customers and visitors.
• Monitor the general office email.
• Respond to online inquiries.
• Maintain excellent first-call customer experience.
• Route calls efficiently throughout the organization.

Customer Experience

• Send Customer Information Packages.
• Schedule customer appointments.
• Confirm appointments.
• Coordinate access with homeowners, tenants, property managers and adjusters.
• Follow up with customers regarding outstanding items.
• Handle customer concerns professionally.
• Support customer satisfaction initiatives.
• Assist with Google Reviews and customer feedback.
• Ensure work authorizations are received.
• Maintain professionalism during stressful customer situations.

Administrative Support

• Support the General Manager and Operations team.
• Prepare correspondence and reports.
• Assist with meeting preparation.
• Maintain office supplies.
• Receive deliveries.
• Organize office filing systems.
• Maintain digital project records.
• Assist HR with onboarding paperwork.
• Coordinate employee uniforms and PPE.
• Assist with company events.
• Maintain training records.
• Support health & safety documentation.
• Coordinate boardroom bookings.
• Assist with vehicle and equipment administration.
• Help prepare management reports and dashboards.

Operations Support

• Assist Project Managers with administrative tasks.
• Create work orders.
• Create purchase orders.
• Update project files.
• Track customer documentation.
• Support scheduling activities.
• Coordinate subcontractor appointments.
• Monitor project milestones.
• Help ensure documentation is complete.
• Assist with closeout packages.
• Support compliance documentation.
• Coordinate permit documentation.
• Assist with deficiency tracking.
• Support production meetings.

Accounting Support

• Assist with invoice routing.
• Track missing vendor invoices.
• Support collections administration.
• Help maintain customer files.
• Verify supporting documentation.
• Assist with job closeouts.
• Coordinate certificates of completion.

CAT (Catastrophe) Response

During CAT events this role becomes mission critical.
Responsibilities include:

• High-volume emergency intake.
• Dispatch support.
• Customer updates.
• Resource tracking.
• Scheduling assistance.
• Administrative support for emergency operations.
• Tracking inspection counts.
• Supporting production reporting.
• Assisting leadership with daily CAT reporting.
• Helping coordinate surge staffing.

Qualifications

• 2+ years customer service or administrative experience.
• Excellent telephone skills.
• Strong Microsoft Office skills.
• Excellent written communication.
• Strong attention to detail.
• Comfortable multitasking.
• Able to prioritize quickly.
• Professional demeanor.
• Restoration or construction experience considered an asset.
• Experience with RMS, Encircle, QuickBooks or CRM systems considered an asset.

Success Looks Like

• Customers receive exceptional service.
• Calls are answered promptly.
• Emergency jobs are dispatched accurately.
• Office runs efficiently.
• Documentation is complete.
• Team members receive timely support.
• Customers consistently recommend Paul Davis.