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.