Temporary client services & resource scheduling coordinator

Role Type:

Temporary Permanent Potential, Part-Time (up to 30 hours/week)

Duration:

12 weeks (with potential extension based on business needs)

Benefits Status:

Non-benefit eligible

Department:

Client Services & Operations Network

Position Summary:

This position is responsible for managing active project assignments, handling incoming client communications, strategically scheduling multi-party site inspections, and maintaining seamless cross-departmental and external coordination during surge or temporary coverage periods.

Overall Purpose & Objective

Manage incoming project assignments and client communications, coordinating inspection appointments across clients, property owners, attorneys, and technical experts, and ensuring rigorous data accuracy, high-quality document formatting, and timely project workflow execution.

Key Responsibilities

1. Intake, Client Services & Assignment Processing
   • Assignment Management: Process incoming assignments and tasks in the company database (Quickbase) and client portals on the date of receipt.
   • Client Communications: Maintain clear, professional correspondence via phone, email, and formal documentation regarding project updates, scope confirmations, and requested information.
   • Quality Control & Formatting: Format formal reports and documentation to ensure font, style, pagination, and numbering strictly match Keystone's quality control standards before delivery.
   • Technical Implementation: Assist with the onboarding and implementation of technical solutions as requested by management.
2. Multi-Party Scheduling & Inspection Coordination
   • Inspection Scheduling: Receive, schedule, confirm, and record multi-party inspection appointments involving homeowners, business owners, attorneys, insurance adjusters, and technical experts.
   • Geographic & Calendar Optimization: Manage daily calendars of technical experts, strategically sequencing site visits to minimize travel time and maximize daily capacity.
   • Conflict Mediation: Serve as a neutral mediator to resolve scheduling conflicts between opposing/adversarial parties (e.g., opposing counsel or public adjusters) to keep project timelines intact.
   • Third-Party Vendor Services: Coordinate and order third-party vendor support (ladder assist, lifts, tarping, heavy equipment, drones) via vendor portals to ensure on-site alignment with experts.
   • Schedule Notifications: Timely inform all stakeholders of schedule changes, delays, or rescheduling details.

Qualifications & Experience Required

• Education: High school diploma or GED equivalent required; Bachelor's degree or some college education preferred.
• Experience: 2–4 years of experience in client services, appointment scheduling, account coordination, or administrative support.
• Technical Skills: Tech-savvy across multiple software platforms; working knowledge of Google Workspace (Gmail, Google Drive, Google Docs, Google Sheets) and database management systems (Quickbase, Client/Vendor Portals).
• Geographic Knowledge: Basic understanding of US geography and time zones, with the ability to use mapping tools to estimate realistic expert travel times.

Core Competencies/Skills Required

• Communication & De-escalation: Exceptional written and verbal communication skills. Acts as a reassuring, calm presence when interacting with stressed property owners or non-responsive professionals.
• Detail & Quality Focus: Impeccable attention to detail for 100% data accuracy in database entries, contact validation, address verification, and document formatting.
• Prioritization & Efficiency: Ability to thrive in a fast-paced environment, organizing, prioritizing, and completing multiple urgent tasks under tight deadlines.
• Brand Advocacy: Acts as a brand ambassador in every interaction, reinforcing Keystone’s reputation for organization and professionalism.

Key Performance Indicators (KPIs)

• Intake Timeliness: New assignments entered into the database on the date of receipt.
• Scheduling Adherence (Contact & Booking): Inspections scheduled within 3 days of the assignment green-light date.
• Inspection Completion: Inspections completed by the expert within 7 days of the assignment green-light date.
• Quality Control: Zero document formatting or data validation errors prior to final report release.
• Daily Responsiveness: High completion rate of daily activities and phone/email inquiry responses.

Work Environment & Operating Conditions

• Capacity: Remote or in office if local to CO office.
• Surge Response: During high-volume periods, weather-related surges, or temporary staffing needs, the coordinator must adapt swiftly to increased assignment loads with minimal notice.
• Keystone provides all necessary computer equipment; employees must use company-issued hardware exclusively for all work-related tasks.