Claims Coordinator

Position Overview As the hub of all claims, the coordinator is responsible for speaking with the customer, ongoing customer follow‑up, handling service complaints, and coordinating the dispatch of field personnel to jobs while ensuring that required cycle times and insurance service level agreement deadlines are met. The coordinator will also follow up daily with the OPS team to ensure that all required documentation, estimates, and procedures are completed according to program guidelines. A successful coordinator will possess tenacity, thrive in a fast‑paced environment, and be detail oriented while managing multiple projects at varying stages of completion. Job Responsibilities Understand the claims flow process – Water Mitigation, Reconstruction, Contents, and other environmental work. Manage data entry for each claim from First Notice of Loss through to completion in the CRM system. Daily review of compliance tasks and ensure all job tasks are completed on time. Monitor and update jobs in the required operating system to ensure efficient flow through claims process requirements and cycle times. Upload photos and other documents, appropriately describe and title them in real time, and follow up to obtain missing data from homeowners and insurers/mortgage information not obtained on initial call. Create or assist with job estimates, review final estimates to ensure completeness per company standards. Manage customer service issues and complaints, documenting actions and resolution. Understand all company cycle times and SLAs required for each job and phase. Conduct client care calls – ensure constant, often daily, communication with the customer, and may communicate with an adjuster. Enter daily notes in all jobs, contact relevant participants, and escalate to the department manager as required. May be responsible for creating job estimates and/or assisting the estimator/project manager with final estimate. Job Requirements High school diploma/GED required. Bachelor’s degree or applicable experience preferred; work experience will be considered. IICRC certifications preferred but not required: WTR, ASD, OCT, STC. Exceptional customer service skills. 1‑3 years of Xactimate experience required – proficient use of Xactimate 28. Experience with Microsoft© Office applications (Word, Outlook, PowerPoint, and Excel) required. Personal time management and organizational skills. Strong verbal and written communication skills. Dependable and adaptable to operate within a fast‑paced work environment. Ability to manage highly confidential information. Strong problem‑solving skills. Proficient at using Microsoft Office, Outlook, CRM software. Experience with customer interaction and conflict resolution. Physical Demands and Working Conditions The physical demands are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The incumbent must be prepared to: Move up to 20 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sit for long periods of time while using office equipment such as computers and phones. Perform repetitive motions such as movement of wrists, hands, and fingers while picking, pinching, and typing during the normal working environment. Express or exchange ideas with others quickly, accurately, and receive and act on detailed information. Use close visual acuity to perform detail‑oriented activities at close distances, such as preparing and analyzing data, viewing computer screens, and expansive reading. Be exposed to various indoor working conditions, such as changes in building environments with or without air conditioning and heating. May be required to travel for short periods of time. #J-18808-Ljbffr ServiceMaster Restore 9430 - Riverside