Restoration Coordinator Team Lead

Purpose of the Role

The Restoration Coordinator Team Lead position will take over sold restoration jobs from inside sales and carry them through 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.

Key Relationships

Internal

GTM, Network Development, Finance and Accounting, It, Engineering, and Wood Functions

External

Insurance Carriers and Third-Party Repair Network

Function

Key Responsibilities

High-Level Carrier & TPA Management

• Owns the Entire Case Meeting and Process: Takes total ownership of end-to end case workflows, driving accountability and ensuring every file moves smoothly from start to finish.
• Handles Account Reconciliation: Manages all account reconciliation related to repair invoicing directly, ensuring accurate tracking of payments, balances, and deposits.
• Handles Liberty Mutual P2P Escalations: Resolves tough claim disputes, delayed approvals, and adjuster disagreements specifically for the Liberty Mutual P2P program.
• Oversees TPA Compliance: Makes sure all jobs follow the strict rules, deadlines, and portal update requirements of third-party insurance networks.
• Audits Estimates and Billing: Checks estimates and invoices before they are sent to insurance companies to prevent rejections or payment delays.

Team Leadership & Training

• Trains New Staff and Leads Refresher Training: Teaches new hires how to manage claims and use insurance portals, while also running ongoing refresher training whenever SLAs and carrier guidelines change.
• Holds Daily Stand-Up Meetings: Leads quick daily syncs with the team to review priorities, address roadblocks, and ensure everyone is prepared for a successful day.
• Acts as the Go-To Expert: Answers daily questions from the team and steps in to handle difficult customers or situations.
• Covers for Out-of-Office Staff: Steps in to manage active jobs and keep workflows moving when team members are away.

Quality Control & Process Improvement

• Performs File Audits: Randomly checks active and completed files to ensure paperwork, photos, and drying logs are complete and accurate.
• Tracks Team Performance: Monitors team speed, job completion times to spot areas that need improvement.
• Solves Complex Customer Issues: Takes over major complaints, angry homeowners, or serious warranty problems that regular coordinators cannot fix.
• Updates the Operations Manual: Helps write and update the company’s rules, templates, and step-by-step guides so the whole team stays consistent.

Compliance

• Keep up to date and comply with all local legislative requirements.
• Adhere to company guidelines and the corporate Code of Conduct
• Act in an ethical way when dealing with company assets and other people.

Key Requirements

Experience

• High school degree or equivalent
• Knowledge in woodworking or construction
• Strong projection and delivery of results by prescribed deadlines
• Ability to organize and manage multiple priorities in a fast-paced environment
• Excellent customer service orientation
• Strong attention to detail
• Experience working as a member of high-performance teams and demonstrated abilities as a strong team player
• Ability to effectively balance multiple tasks
• Effective problem solving
• Excellent written and verbal communication skills
• Consistently demonstrates integrity and ethics
• Proficient with Microsoft Office Suite or related software

Skills

• Strategic mindset combined with hands-on execution capabilities
• Collaborative approach with ability to adapt in fast-paced environments
• Self-motivated and proactive
• Excellent written and verbal communication skills
• Organized with a strong sense of ownership and accountability
• Clear communicator with the ability to simplify complex directions