Office Administrator and Customer Experience Coordinator

Watermark Restoration, LLC

dba RestoPros of Columbus-Dayton

Office Location: Beavercreek, Ohio

Position	Office Administrator and Customer Experience Coordinator	Market	Dayton
Company	RestoPros of Columbus-Dayton	Reports To	CEO
Position Type	Full time	Compensation	$46,000 – $54,000 annually

About the Role

Watermark Restoration LLC, doing business as RestoPros of Columbus-Dayton, is seeking a highly organized, professional, and customer focused Office Administrator and Customer Experience Coordinator to support the daily operations of our growing restoration business.

This role will serve as a central point of coordination for customer communication, scheduling, office organization, billing support, job documentation, marketing support, and administrative follow through. The ideal candidate will be dependable, detail oriented, comfortable with technology, professional on the phone, and willing to learn the restoration and mitigation industry.

This is an important position within the company. The person in this role will help ensure that customers receive prompt communication, job files are complete, invoices are prepared and followed up on, supplies are ordered, the office remains organized, and RestoPros maintains a professional and positive customer experience from the first phone call through final payment and review.

Role Purpose

The Office Administrator and Customer Experience Coordinator is responsible for supporting the administrative, customer service, scheduling, documentation, billing, marketing, and office management functions of RestoPros. This role helps keep the office organized, supports the field team, protects cash flow through timely invoicing and follow up, and helps create a calm and professional experience for customers during stressful property damage situations.

Key Responsibilities

Customer Service and Phone Support

• Answer incoming phone calls in a professional, friendly, and calm manner.
• Gather basic customer information, loss details, insurance information, and service needs.
• Help determine whether calls are related to emergency service, inspections, billing, insurance, follow up, vendors, or general inquiries.
• Provide customers with clear, helpful, and reassuring communication.
• Enter customer information accurately into company systems.
• Route calls and messages to the appropriate team member in a timely manner.
• Maintain professionalism and confidentiality in all customer communications.

Scheduling and Job Coordination

• Schedule inspections, customer appointments, job follow ups, and related activities.
• Coordinate schedules with company leadership, Business Development Managers, Mitigation Managers, Lead Technicians, Technicians, and customers.
• Confirm appointments with customers and communicate schedule changes when needed.
• Help track the status of inspections, active jobs, completed jobs, and follow up items.
• Maintain an organized daily and weekly schedule for office and customer related activities.
• Support timely communication between the office, customers, and field team members.

Job File and Documentation Management

• Open and maintain accurate customer and job files.
• Track signed work authorizations and customer agreements, invoices, insurance information, photos, and supporting documentation.
• Assist with keeping digital and paper files organized and complete.
• Follow up with field staff when documents, photos, notes, or information are missing.
• Help ensure job files are complete before invoicing.
• Maintain organized records that support billing, insurance communication, and customer service.

Billing, Invoicing, and QuickBooks Support

• Prepare customer invoices accurately and in a timely manner.
• Maintain a thorough working familiarity with QuickBooks.
• Enter payments and assist with basic customer account tracking.
• Track receipts from company purchases.
• Monitor accounts receivable and help identify late or unpaid invoices.
• Follow up with customers and insurance companies regarding late invoices and outstanding balances.
• Send statements, payment reminders, and supporting documentation as directed.
• Assist leadership with billing questions, customer balances, and collection related follow up.
• Maintain receipts, vendor bills, and basic expense documentation as assigned.

Insurance Company Communication

• Correspond professionally with insurance adjusters, claims representatives, and related parties.
• Request and track claim numbers, adjuster contact information, and required documentation.
• Send invoices, estimates, photos, job documentation, and other supporting materials to customers and insurance companies.
• Follow up on delayed insurance responses or missing information.
• Document insurance related communications in the appropriate job file.
• Help ensure that insurance communication is timely, organized, and professional.

Office Administration and Organization

• Keep the office clean, organized, professional, and well stocked.
• Order office supplies, forms, printed materials, and other routine supplies.
• Assist with ordering field supplies and materials as directed.
• Maintain vendor contact lists and supply records.
• Organize office files, shared spaces, storage areas, and office materials.
• Prepare letters, documents, forms, reports, and other written materials.
• Support daily administrative needs for company leadership and field operations.
• Help create and maintain repeatable office procedures that improve consistency and efficiency.

Software, Technology, and Reporting

• Demonstrate proficiency with Microsoft Word, Excel, Outlook, and other Microsoft products.
• Learn and utilize mitigation, restoration, scheduling, and job management software including Xactimate, Encircle and Xcelerate.
• Enter job information, update job status, upload documents, and assist with reports.
• Maintain accurate data in company systems.
• Assist with preparing simple reports related to calls, inspections, jobs, invoices, accounts receivable, payments, and referral sources.
• Support improved organization and communication through effective use of company software.

Marketing and Reputation Management Support

• Support routine marketing activities for RestoPros, including preparing materials including digital materials, organizing brochures, updating contact lists, and assisting with mailings, events, and referral partner outreach.
• Assist with maintaining customer, referral partner, plumber, insurance agent, property manager, realtor, and commercial contact lists.
• Help prepare thank you notes, customer follow up letters, referral partner communications, and other relationship building materials.
• Track referral sources for jobs so the company can better understand where work is coming from.
• Contact customers after job completion to confirm they were satisfied with the service they received.
• Follow up with and encourage satisfied customers to leave a positive Google review and provide the appropriate review link.
• Track review requests and completed reviews as part of the company reputation management process.
• Notify leadership when new Google reviews are received so responses can be prepared promptly.
• Help identify strong customer stories, testimonials, photos, or service examples that may support future marketing, with proper customer permission.
• Assist with maintaining a positive, professional, and consistent brand image for RestoPros in customer and referral partner communications.

Internal Team Support

• Assist leadership with administrative tasks and follow up items.
• Help collect and organize employee forms, training records, and other internal documents as assigned.
• Assist with onboarding paperwork for new employees.
• Help schedule meetings, interviews, training, and company events.
• Support communication between office staff, leadership, and field team members.
• Maintain a consistent and dependable work schedule.

Qualifications

• Prior administrative, office management, customer service, bookkeeping, scheduling, or related experience.
• Thorough familiarity with QuickBooks or the ability to demonstrate strong working knowledge of similar accounting software.
• Proficiency with Microsoft Word, Excel, Outlook, and general office technology.
• Strong written and verbal communication skills.
• Professional phone presence and strong customer service skills.
• High level of organization, accuracy, and attention to detail.
• Ability to manage multiple priorities in a fast paced environment.
• Willingness to learn and use mitigation, restoration, scheduling, and job management software.
• Ability to prepare professional letters, emails, invoices, reports, and documents.
• Dependability, confidentiality, and a consistent work schedule.

Preferred Qualifications

• Experience in restoration, construction, insurance, plumbing, service trades, property management, or a related field.
• Experience communicating with insurance companies, adjusters, or claims representatives.
• Experience with accounts receivable, invoicing, payment follow up, and customer billing.
• Experience supporting marketing, Canva, customer follow up, Google reviews, or reputation management.
• Experience working in a small business environment where flexibility, teamwork, and follow through are essential.

Ideal Candidate Profile

• Friendly, professional, and calm when speaking with customers.
• Highly organized and consistent with follow up.
• Comfortable handling details, documents, invoices, schedules, and customer information.
• Able to communicate clearly with customers, insurance companies, vendors, office staff, and field team members.
• Comfortable using QuickBooks, Microsoft products, email, and business software.
• Willing to learn the restoration business and the company mitigation software.
• Dependable, trustworthy, and careful with confidential information.
• Able to work in a family business culture where teamwork, responsiveness, and reputation matter.
• Motivated by helping the office run smoothly and helping customers feel supported.

Physical Requirements

• Ability to sit, stand, walk, and work at a computer for extended periods.
• Manual dexterity for keyboarding, phone use, filing, scanning, and general office tasks.
• Ability to lift and move office supplies, marketing materials, files, and light equipment weighing up to 25 pounds.
• Ability to move throughout the office, warehouse, storage areas, and shared work spaces as needed.
• Ability to communicate clearly by phone, email, text, and in person.

Compensation and Benefits

This position pays between $46,000 and $54,000 annually, depending on experience, qualifications, and demonstrated ability.

Additional benefits, schedule expectations, paid time off, holidays, profit sharing, and other employment details will be discussed during the hiring process.

Performance Expectations

The Office Administrator and Customer Experience Coordinator is expected to support the daily operations of RestoPros with professionalism, accuracy, organization, and follow through. Strong performance includes friendly customer communication, timely scheduling, complete job files, accurate invoicing, dependable payment follow up, organized supplies, clean office systems, effective software use, and consistent support for marketing and customer review efforts.

About Watermark Restoration LLC

Watermark Restoration LLC, doing business as RestoPros of Columbus-Dayton, is a locally owned and operated restoration company specializing in water, fire, smoke, storm, sewage, and mold mitigation. We serve residential and commercial customers with professionalism, responsiveness, and care.

Our company is built around our CARES philosophy:

1. Calmly manage and guide customers through the process.
2. Assess the full situation and provide clear options.
3. Respond quickly and professionally.
4. Educate customers every step of the way.
5. Stay in touch even after work is completed.

We proudly serve the Dayton and Columbus regions, helping customers recover from unexpected property damage with clear communication, technical competence, and genuine care.

How to Apply

Please send your resume and a short cover letter explaining why you would be an excellent fit for this role to jbales@restopros.co with the subject line “Office Administrator Application”.