JFC Manager

Job Summary

The Job File Coordinator (JFC) Manager plays a critical leadership role in overseeing the performance and development of the Job File Coordinators. This position ensures that all job files are managed efficiently, accurately, and in compliance with SERVPRO standards. The JFC Manager is also responsible for ensuring that JFCs act as effective customer liaisons, maintaining clear communication and a high level of customer satisfaction throughout the job lifecycle.

Responsibilities

• Supervise, train, and mentor Job File Coordinators to ensure consistent performance and professional growth.
• Monitor workload distribution and adjust assignments to maintain efficiency and balance.
• Conduct regular performance reviews and provide feedback and coaching.
• Attend daily WIP meetings to ensure JFCs are communicating action items with other departments.
• Ensure JFCs maintain proactive communication with customers from job initiation to completion.
• Oversee client and customer communication, satisfaction surveys, and resolution of concerns or complaints in conjunction with Operations.
• Support JFCs in handling escalated customer issues with professionalism and empathy.
• Ensure all job files are complete, accurate, and compliant with SERVPRO documentation standards.
• Review files for quality assurance before submission to insurance carriers or billing.
• Monitor timelines and milestones to ensure jobs progress smoothly and meet service level expectations.
• Identify and implement process improvements to enhance job file accuracy and customer experience.
• Ensure compliance with SERVPRO policies, insurance requirements, and industry regulations.
• Collaborate with other departments to streamline workflows and resolve bottlenecks.
• Manage the Audit Dashboard to ensure Green Light status.
• Track and report key performance metrics (KPMs) related to job file management, office cycle time, and customer satisfaction.
• Analyze trends and provide actionable insights to leadership.
• Complete assigned training continued education courses, and certifications.

Education

• A high school diploma or equivalent required.
• An associate or bachelor’s degree in business administration, management, or related field preferred.

Knowledge, Skills, and Abilities

• Minimum 3 years of experience as a Job File Coordinator in a restoration or service-based industry is required.
• At least 1 year of supervisory or team leadership experience.
• Experience in restoration, insurance, and customer service industries required.
• Strong leadership and team-building abilities.
• Excellent verbal and written communication skills.
• A high attention to detail and organizational skills.
• Ability to manage multiple priorities and meet deadlines.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Familiarity with SERVPRO management systems (e.g., Xactimate, DASH, Work center) is a plus.
• A customer service mindset with problem-solving capabilities.

(Preferred but not required)

• IICRC certifications (e.g., WRT, ASD)
• SERVPRO-specific training or certifications

Physical and Work Environment Requirements

This is a largely sedentary role in an office environment that includes prolonged periods of sitting at a desk and working on a computer. Normal Working Hours, Additional Working Hours, and Travel Requirements

• This is a full-time remote position, working 7:45 a.m.-5:00 p.m., Monday – Friday, minimum of 40 hours per week.
• This position will require travel for one week out of each month.
• This position will require work schedule flexibility, depending upon the volume of active jobs, and program requirements.

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