CHICAGO OFFICE - Operations Analyst Assistant

at  SERVPRO

Position Summary / Purpose
Support the operations teams by creating high levels of stakeholder and internal customer satisfaction.
Establishing collaborative relationships among the project teams by ensuring complete and accurate file documentation, resolving issues, and promoting the concept of integrated systems.
Assist the production team in facilitating the timely and profitable delivery of all services required to rapidly return customer’s property to pre-loss condition.
Provide feedback to streamline our production process by compiling and analyzing job file data.

Principle Duties and Responsibilities

• Support, facilitate, and coordinate teams project adherence to program
• Proactively communicate program requirements to the Mitigation Project Manager and operations
• Review and validate all daily field documentation, ensure program and client specific requirements have been secured.
• Identify and remove barriers to successful and timely completion of program uploads and
• Help create, follow, and maintain a system for field operations to adhere to program guidelines during and after business hours.
• Assist in conducting morning WIP meetings with the production team to ensure communication between all parties is clear, documentation is up to date and notify crews of Day 1 jobs.
• Attend weekly mitigation WIP meetings with Regional Operations Manager (ROM) and Mitigation Project Managers (MPMs).
• Document adjuster communication including verbal briefings and approvals within Xactanalysis and/or via email.
• Ongoing collaboration with Operation Manager to allow for field corrections and/or follow up for training on items noted by MOA.
• Receive and communicate compliance calls to Communicate with MPM’s and Crew Chiefs (CCs) throughout the day and job stages.
• Ensure project status accuracy in
• Ensure complete mitigation job file
• Close WorkCenter files to maintain a clean and accurate WIP
• Perform timely and accurate uploads, to ensure company compliance to program
• Provide real-time support for OM, Project Managers (PMs), and
• Provide internal feedback on
• Create and send mitigation Work Orders for any subcontractor work as needed per the scope of
• Review internal & external project communication and
• Cross reference documentation to ensure consistency and accuracy per program
• Transfer required documentation between software programs, including but not limited to, executed paperwork, photos and docusketch links.
• Collaborate with Project Coordinator (PC) with securing necessary or missing documentation from customers and clients.
• Monitor and adhere to updated program
• Adhere to developed processes to decrease project cycle time (start date to date of majority completion to invoice sent).
• Review scope/estimates for adherence to client specific
• Ensure all required client specific communication and upload processes are
• Participate in project postmortems with ROM and Project Managers to find opportunities to improve or replicate successes.
• Interface with Servpro team and third-party technology providers to ensure productive and cost- efficient relationships.
• Provide technology training and support as
• Assist with large losses as

• Attend webinars as required to stay current on HQ bulletins and additional program/vendor

  Decision Rights and Authority

• Execute job file uploads based on documentation

• Complete timely estimates to ensure invoicing cycle times are

Working Relationships and Scope

• Maintain timely communication and flow of information with field operations and other
• Daily collaboration with Operations Manager to monitor and resolve mitigation documentation or final product deficiencies.
• Facilitate collaborative relationships among internal team and

Performance Competencies

• Oral Communication – The individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one and small group Adaptable and able to think on their feet. Able to effectively communicate with team in understandable terms.
• Written Communication – Writes clear, precise, well-organized letters and emails. The individual edits work for spelling, uses appropriate vocabulary and has impeccable Is able to read and interpret written information.
• Team Building – Achieves cohesion and effective team spirit with peers. Sustains a climate characterized by open, honest relationships where differences are constructively resolved rather than ignored, suppressed, or denied. Shares credit for accomplishments.
• Planning & Organizing – Plans, organizes, and schedules their time in an efficient and productive manner. Focuses on key priorities. Effectively manages multiple tasks simultaneously. Pays attention to details. Manages personal time well.
• Process Orientation – Approaches tasks with an understanding of the overall set of steps involved in completing the work. Awareness of what is required for them to complete their job and what others Has a continuous improvement mindset – is always thinking about ways to improve and streamline business processes.
• Technology – Regularly uses standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work Effectively uses communication devices and technology to collect, review and forward field activity reporting.

Qualifications - Knowledge, Skills and Abilities

• Education and Experience

Associates (2-year) degree in administrative or business-related field a plus.

• Mathematical skills Adequate math
• Negotiation skills

Wins by creating advocates, not enemies, when negotiating

• Computer skills

Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Word, Excel and Xactimate.

• Listening skills

Effective in receiving feedback and input from employees, probing for additional information or unspoken issues and providing timely response.

• Certificates, Licenses and Registrations IICRC Certifications: WRT

Physical Demands
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions

• The work of this position is predominantly carried out in an office or remote office Daily exposure to the shop where vehicles and equipment are housed and maintained is expected.
• Noise level in the work environment is usually

• Support, facilitate, and coordinate teams project adherence to program
• Proactively communicate program requirements to the Mitigation Project Manager and operations
• Review and validate all daily field documentation, ensure program and client specific requirements have been secured.
• Identify and remove barriers to successful and timely completion of program uploads and
• Help create, follow, and maintain a system for field operations to adhere to program guidelines during and after business hours.
• Assist in conducting morning WIP meetings with the production team to ensure communication between all parties is clear, documentation is up to date and notify crews of Day 1 jobs.
• Attend weekly mitigation WIP meetings with Regional Operations Manager (ROM) and Mitigation Project Managers (MPMs).
• Document adjuster communication including verbal briefings and approvals within Xactanalysis and/or via email.
• Ongoing collaboration with Operation Manager to allow for field corrections and/or follow up for training on items noted by MOA.
• Receive and communicate compliance calls to Communicate with MPM’s and Crew Chiefs (CCs) throughout the day and job stages.
• Ensure project status accuracy in
• Ensure complete mitigation job file
• Close WorkCenter files to maintain a clean and accurate WIP
• Perform timely and accurate uploads, to ensure company compliance to program
• Provide real-time support for OM, Project Managers (PMs), and
• Provide internal feedback on
• Create and send mitigation Work Orders for any subcontractor work as needed per the scope of
• Review internal & external project communication and
• Cross reference documentation to ensure consistency and accuracy per program
• Transfer required documentation between software programs, including but not limited to, executed paperwork, photos and docusketch links.
• Collaborate with Project Coordinator (PC) with securing necessary or missing documentation from customers and clients.
• Monitor and adhere to updated program
• Adhere to developed processes to decrease project cycle time (start date to date of majority completion to invoice sent).
• Review scope/estimates for adherence to client specific
• Ensure all required client specific communication and upload processes are
• Participate in project postmortems with ROM and Project Managers to find opportunities to improve or replicate successes.
• Interface with Servpro team and third-party technology providers to ensure productive and cost- efficient relationships.
• Provide technology training and support as
• Assist with large losses as
• Attend webinars as required to stay current on HQ bulletins and additional program/vendo