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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 Estimating Coach to support the team.
This position will report to the Director of Estimating and be responsible for providing support across the organization, providing direct support to franchisees interested in utilizing the FAST Remote Estimating Service, providing world class remote estimating service to the Paul Davis network. In addition, this role helps support internal team members providing this service, bringing resources to the entire organization to ensure a smooth onboarding experience and ongoing opportunities to practice continuous improvement. This position assists in driving performance to exceed Customer (franchisee) and Carrier expectations.
Position: FAST Estimating Coach
Reports to: Director of Estimating
Location: Corporate Office or Remote
Essential Duties/Responsibilities This role is designed to provide operational support to the Paul Davis network of franchises and jointly to the FAST Estimating Team, ensuring collaborative efforts are made to complete accurate, timely, and profitable estimates.
- Training and Resource Creation:
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. - Internal Coaching and Onboarding:
Provide onboarding and ongoing coaching support to the FAST Estimating Team as new team members join, are promoted, or advance in their skillsets. Ensuring that internal onboarding proceeds smoothly and team members can provide production-based support in response to current network demands. - 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 gaps in process, collaboration, or other areas. Provide support in scheduling 1:1 calls, FAST Consultations, and other meetings as requested.
- Team Support: During times of spike volume, provide direct support to the network in writing estimates for all job types and estimating platforms.
- Quality Assurance Focus: Ensure that scoping and documentation practices, software, and communication expectations are driving accurate and profitable estimating. This includes coordination, communication, training, and coaching with the offices as well as the FAST Estimating Team. ·
- Documentation and Reporting: Provide support to provide key statistics and KPI updates on network demand, volume projections, and other data points that will drive appropriate resource allocation to support the network. ·
- 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 in person or virtually, as required, to be informed on all things Paul Davis. Provide support to other Claims Force team members during periods of lower FAST Estimating demand, as cross-team support is required.
- All other duties as assigned
Key Result Areas: - Meet with offices interested in leveraging the FAST Estimating Service, to train and coach on standard processes, best practices, and problem-solve concerns that may arise.
- Support FAST Estimating Team in the initial onboarding of new team members and those promoted to new roles, as well as ongoing training and calibration opportunities.
- 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
Competency – Knowledge, Skills, and Abilities: - Ability to creatively and efficiently leverage technology to drive engagement in training and coaching sessions with a learner-focused design
- 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, especially PowerPoint) and communication tools (Zoom, Teams)
- Ability to learn and operate our primary operating systems (RMS, Xactimate, XactAnalysis, Claims Connect, Mobile Claims, MICA Exchange, PowerBI, SharePoint, OneDrive, Adobe, and others)
- The ability to work under pressure
- Exceptional attention to detail
- Ability to conceptualize
- Ability to work independently
- Self-driven
- Ability to work 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
- 2 plus years' experience direct coaching, training, or onboarding experience
- 3 plus years’ experience with estimation principles, concepts, and experience in the property restoration/insurance industry
Preferred Education and Experience - Experience serving in a customer service role
- 5 plus years’ experience in the restoration industry regarding water mitigation/mold remediation, abatement, contents, fire structure cleaning, and reconstruction
Physical Requirement
The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. 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 passenger 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 the provided VPN technology to securely connect remotely. The successful person must be productive with minimal supervision.e.
Travel This position may require up to 25% 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.
