Field Customer Care Specialist

Benefits: 401(k) Company car Competitive salary Dental insurance Health insurance Vision insurance Large Loss Customer Care Specialist Location: Stockbridge, GA and surrounding areas What Does a Large Loss Customer Care Specialist Do? The Large Loss Customer Care Specialist is the primary point of contact for customers throughout the reconstruction process on large-loss residential and commercial insurance claims. This role is responsible for delivering an exceptional customer experience by providing proactive communication, building trust, and ensuring customers always know what to expect. As the liaison between the customer, insurance adjuster, estimator, and reconstruction team, the Large Loss Customer Care Specialist keeps communication flowing while gathering the detailed information needed to prepare accurate reconstruction estimates. This position conducts site visits, scopes the work to be completed, documents the loss, and provides comprehensive notes, photos, and supporting documentation to the Estimator. While this role plays a key part in the reconstruction process, it does not manage the construction project or mitigation activities. Why Join Paul Davis? At Paul Davis, we restore more than property—we restore lives. We understand that exceptional communication is just as important as exceptional craftsmanship. Our team is committed to delivering an outstanding customer experience through compassion, professionalism, and integrity. Benefits Competitive pay Medical, dental, and vision insurance 401(k) Company vehicle Professional development and advancement opportunities Team-oriented culture focused on serving others Key Responsibilities Serve as the primary point of contact for customers throughout the reconstruction estimating process. Build trust and confidence through frequent, proactive communication with customers. Keep customers informed of project status, estimate progress, insurance communications, and next steps. Conduct on-site inspections of residential and commercial properties requiring reconstruction. Scope the reconstruction work needed following property damage. Gather measurements, photographs, notes, and supporting documentation required for estimate preparation. Provide detailed scope notes and documentation to the Estimator to ensure accurate and timely estimates. Work directly with insurance adjusters to review project scope, answer questions, and facilitate the estimating and approval process. Coordinate site meetings with customers, adjusters, estimators, and reconstruction personnel as needed. Identify scope changes and communicate updates promptly to the appropriate team members. Maintain organized and accurate job documentation and customer records. Represent Paul Davis professionally while providing an exceptional customer experience during a difficult time. Qualifications Exceptional verbal and written communication skills. Outstanding customer service and relationship-building abilities. Strong organizational skills with excellent attention to detail. Ability to explain technical information in a clear and reassuring manner. Ability to build productive relationships with customers, insurance adjusters, and internal team members. Comfortable conducting property inspections and documenting reconstruction scope. Proficiency with Microsoft Office and mobile technology. Experience with Xactimate, XactAnalysis, Encircle, Matterport, or similar software is preferred. Valid driver's license with an acceptable driving record. Preferred Experience Restoration, reconstruction, construction, insurance, or estimating experience. Experience working with insurance carriers and property claims. Customer service experience in a fast-paced environment. Experience developing scopes of work or documenting property damage. Flexible work from home options available.