The Technical Repair Analyst position will perform estimates and repair reports for wood restoration and refinishing assignments, including a repair scope and price for each line item inspected. The position will also assist in technical estimate reviews of onsite inspection reports from field personnel for the accuracy of scope and industry-standard pricing and oversee issue resolutions with customers and field technicians, such as punch list. This role is based in our Richmond, VA Headquarters or remote.

PRIMARY RESPONSIBILITIES:

• Produce and submit accurate wood restoration estimates for insurance claims affecting furniture, cabinets, and millwork from photos to meet specific Service Level Requirements (SLAs)
• Review estimates submitted by our network of repair firms for accuracy and confirm the scope of work is complete and justified. If necessary, discuss the estimate with the repair firm
• Serve as an expert witness and perform depositions, as needed, for legal disputes involving wood repairs
• Provide technical consultation for customers
• Coach repair firms on the processes and estimating requirements
• Assist in improving the overall process for efficient and accurate estimating practices

SKILLS & QUALIFICATIONS:

• Woodwork, refinishing and restoration estimating experience is essential;
• Independent work ethic;
• Ability to organize and manage multiple priorities and to work in a fast-paced environment;
• Ability to meet tight deadlines and budgets;
• Strong customer service orientation;
• Strong attention to detail;
• Excellent interpersonal and communication skill;
• Experience working as a member of high-performance teams and demonstrated abilities as a strong team player;
• Web technology and apps proficiency is required.

The Restoration Coordinator position will take oversold restoration jobs from inside sales and carry them through the completion of work. The position will contact customers to review the process for furniture and cabinet restoration based on the estimates authorized, select and coordinate with the local restoration firms, manage the restoration job to completion, handle any work concerns, and bill and collect balance payments. This position will be based in our Richmond, VA Headquarters or remote.

PRIMARY RESPONSIBILITIES:

• Drive revenue by ensuring that all sold restoration work is completed to the satisfaction of the customer
• Communicate regularly with all parties; homeowners, restoration firms, and adjusters on job status and needs
• Coordinate timely job delivery with the local restoration firms
• Manage job change orders/supplements, timelines, and customers’ expectations
• Solve customer Restoration concerns, warranty claims, and deliver a positive customer experience
• Bill and collect fees, additional deposits, restoration balance, and deductible payments

SKILLS & QUALIFICATIONS:

• • Independent work ethic;
  • Ability to manage multifaceted projects;
  • Strong projection and delivery results;
  • Ability to organize and manage multiple priorities in a fast-paced environment;
  • Ability to meet deadlines;
  • Strong customer service orientation;
  • Attention to detail;
  • Excellent interpersonal and communication skills;
  • Experience working as a member of high-performance teams and demonstrated abilities as a strong team player;
  • Knowledge in woodworking or construction a plus but not mandatory;
  • Computer and web technology proficiency is required.

The Customer Service Specialist position will contact customers to pursue the sale of repairs and discuss the process for furniture and cabinet restoration based on the estimates we provided. This position will be responsible for answer repair inquires, getting signed work authorizations, identifying who is paying the repair invoice, collecting deposits where applicable, and handing off sold work to the internal Repair Coordinator. This position will be based in our Richmond, VA Headquarters or remote.

PRIMARY RESPONSIBILITIES:

• Drive revenue by contacting homeowners to review and sell restoration estimates, answer basic questions on how the repair will be performed
• Solve customer pre-sale concerns and deliver a positive customer experience
• Secure a signed work authorization for repairs
• Work with adjusters on any necessary estimate adjustments to continue the sales process
• Bill and collect deposits, where applicable
• Hand-off sold work to Restoration Coordinator to manage the job to successful completion.

SKILLS & QUALIFICATIONS:

• Independent work ethic;
• Strong inside sales and strategic cold-calling, revenue projection and delivery;
• Ability to organize and manage multiple priorities in a fast-paced environment;
• Ability to meet deadlines;
• Strong customer service orientation;
• Attention to detail;
• Excellent interpersonal and communication skills;
• Experience working as a member of high-performance teams and demonstrated abilities as a strong team player;
• Knowledge in woodworking a plus but not mandatory;
• Computer and web technology proficiency is required.

The Expeditor will perform restoration assignment service support functions including new assignment input, qualification, and distribution to the appropriate operations team and team members. The Expeditor is also responsible for monitoring and answering all phone calls into our main call line. The position will serve as an integral part of the operations team and will assist in the day-to-day work critical to the success of this time-driven and goals-oriented company. This position will be based in our Richmond, VA Headquarters or remote.

PRIMARY RESPONSIBILITIES:

• Input, review, and route all new assignments daily into Renovar’s claims database
• Access and input assignment information in Renovar’s database from carrier-specific tools as required, such as AlacNet, CoreLogic, and XactAnalysis
• Identify and expedite Priority emails, alerts, and assignments
• Log and Route photo and mobile evaluation/estimate and review requests
• Answer calls from homeowners, adjusters, contractors, and restoration firms; also, route calls to the appropriate operations team member when necessary
• Reassign assignments due to conflicts when needed
• Perform other related customer service duties as reasonably assigned by the Operations Manager.

SKILLS & QUALIFICATIONS:

• Independent work ethic;
• Ability to organize and manage multiple priorities and work in a fast-paced environment;
• Ability to meet tight daily timeframes;
• Strong customer service orientation;
• Strong attention to detail;
• Excellent interpersonal and communication skill;
• Experience working in and as a participating member of teams;
• Microsoft Office, Google Apps, and web technology proficiency are required.

The Project Consultant will perform customer support duties for wood restoration services as part of a project-oriented team dedicated to efficiently initiating, assigning, and coordinating the successful Inspection, communication, and distribution of the Repair & Restoration Report on property claims for furniture and cabinets.  The position will serve as an integral part of the operations team and will assist in the day-to-day work critical to the success of this results-driven and goal-oriented company.

PRIMARY RESPONSIBILITIES:

• Communicate with the homeowners, adjusters, public adjusters, contractors, and repair firms to collect and convey any pertinent information or instruction that may be necessary
• Support and assist member restoration firms with processes, documentation, and other related needs or questions
• Enter and maintain assignments information in Renovar’s database and carrier-specific tools as required, such as AlecNet, CoreLogic, Xactimate, and XactAnalysis
• Manage tasks and reminders for every assigned job in a timely fashion
• Execute the assignments procedures within the required time limits to ensure that all work, assignments, communication, forms, and questions, are properly and effectively handled within the parameters of our contractual obligations to our clients
• Solve policyholders’, adjusters’, and repair firms’ concerns through common-sense problem solving and interaction with peers from the Technical Analysis team, repair firms, and/or management
• Be able to multitask daily by managing tasks, emails, and voicemails with timely responses to all
• Reassign assignments due to scheduling conflicts when needed
• Answer phones as part of a ring group to ensure the vast majority of client inquiries are met with immediate service
• Perform other related duties as reasonably assigned by management

SKILLS & QUALIFICATIONS:

• • Independent work ethic and professional positive attitude;
  • Ability to organize and manage multiple priorities and to work in a fast-paced environment;
  • Experience working as a member of high-performance teams and demonstrated abilities as a strong team player;
  • Ability to meet tight deadlines;
  • Strong attention to detail;
  • Strong customer service orientation;
  • Excellent interpersonal and communication skill;
  • Experience and proficiency with Microsoft Office, Google Apps, and web technology are required.