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Position Overview
As the hub of all claims, the coordinator is responsible for speaking with the
customer, ongoing customer follow up, handling service complaints, logistics of
dispatching field personnel to jobs while ensures that the required Cycle Time
and insurance Service Level Agreement tasks deadlines are met. The Coordinator
will be responsible to follow up daily with the OPS team to ensure and that all
required documentation, estimates and procedures are followed according to
required program guidelines.
A successful Coordinator will possess tenacity and thrives in a fast-paced
environment. The coordinator who is detail oriented and able to focus with many
projects in varying degrees of completion will be most successful in this
position.
Job Responsibilities
* Understanding of the claims flow process – Water Mitigation, Reconstruction,
Contents, and other Environmental work
* Manages data entry for each claim from First Notice of Loss through to
completion of job in the CRM system
- Daily review of compliance tasks and all job tasks are completed on time
- Monitor and update jobs in required operating system making sure the job
flows efficiently through the claims process requirements and cycle times
* Ensure that uploading photos, and other documents are appropriately
described, titled and uploaded in real time, as well as follows up to get
missing required data from homeowner and insurance/mortgage information not
obtained on initial call
* Creates and or assists with job estimate, reviews final estimate to ensure
estimate is complete per company standards
* Manages Customer Service issues and complaints, documenting actions and
resolution
* Understanding of all company cycle times and SLAs required for each job and
phase
* Client Care Calls – ensure constant, often daily, communication with the
customer, may communicate with adjuster
* Ensure daily notes are entered in all jobs, contacting relevant participants
and escalating to the department manager as required
* May be responsible for creating job estimate 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 Xactimate 28
- Experience with Microsoft© Office application (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 do you have 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 function to this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the essential
functions.
Incumbent must be prepared to:
* Move up to 20 pounds occasionally, by lifting, carrying, pushing, pulling, or
otherwise repositioning objects.
* Sitting for long periods of time while using office equipment such as
computers, phones etc.
* Fingering and Repetitive motions; such as movement of wrists, hands and
fingers while picking, pinching and typing during your normal working
environment.
* Express or exchange ideas with others quickly, accurately, and receive and
act on detailed information.
* Close visual acuity to perform detail-oriented activities at distances close
to the eyes, such as preparing and analyzing data, viewing computer screen
and expansive reading.
* Be exposed to various inside working conditions: The change of building
environment such as with or without air conditioning and heating. May be
required to travel for short periods of time.
Disclaimer
The above statements are intended to describe the general nature and level of
work being performed by associates assigned to this classification. They are not
to be construed as an exhaustive list of all responsibilities, duties, and
skills required of personnel so classified. All personnel may be required to
perform duties outside of their normal responsibilities from time to time, as
needed. The Company reserves the right to modify this description in the future,
with or without notice to the employee. This Job Description does not create an
employment contract, implied or otherwise, and employment with the Company
remains at will. These responsibilities are subject to possible modification to
reasonably accommodate individuals with disabilities.
Compensation: $15.00-$16.00/hr.
Built on a foundation of great brands and employees with a passion for service,
our vision is to be the leading provider of essential services through empowered
people, world-class customer service and convenient access. By joining
ServiceMaster, you'll be part of a talented network of employees with a shared
vision.
Our environment is a diverse community where successful people work together to
achieve common goals.
This franchise is independently owned and operated by a franchisee. Your
application will go directly to the franchisee, and all hiring decisions will be
made by the management of this franchisee. All inquiries about employment at
this franchisee should be made directly to the franchise location, and not to
The ServiceMaster Company, LLC.
