Temporary Client Services & Resource Scheduling Coordinator

Keystone Experts & Engineers

Forensic Engineering | Building Consulting | Fire Investigation

When answers matter most, Keystone Experts & Engineers deliver. Keystone specializes in forensic engineering and investigative services for commercial and residential structures, vehicles, and products. Our multi-disciplinary team includes highly experienced engineers, architects, fire investigators, contractors, and industry experts strategically located across the country to serve a national client base.

Keystone provides streamlined, fact-based forensic consulting services designed to meet our clients’ needs with clarity, accuracy, and timeliness. Our reports are tailored to client specifications and backed by expert analysis, ensuring clear, defensible conclusions and industry-leading turnaround times.

The Keystone Way is more than a process: it’s our commitment to excellence, innovation, integrity, honesty, accuracy, timeliness, and accountability. These values guide every project we undertake. By combining top-tier expertise, open communication, and dependable service, we go beyond industry standards to deliver results our clients can trust.

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.