POSITION OVERVIEW:

ServiceMaster CDR is a premier full-service Disaster Restoration company providing the highest quality restoration services with unwavering integrity in Northeast Ohio and Central Texas. Our eleven (11) branch locations are one of the top 5 ServiceMaster franchises in the U.S. Our comprehensive restoration services for commercial and residential include water/mold mitigation, fire/smoke/odor damage, weather damage, contents cleaning/restoration, biohazard/trauma/and vandalism clean-up, emergency board-up and tarping, as well as reconstruction services. We provide 24-hour emergency response and can mobilize nationally for catastrophes. We take great pride in helping our communities in their time of need, rebuilding homes and businesses and restoring lives.

ServiceMaster CDR is seeking a full-time Claims Coordinator for the Fire Restoration Division to join our energetic and dynamic team.

JOB RESPONSIBILITIES

As the hub of all structure cleaning and content jobs, the coordinator is responsible for speaking with the customer, ongoing customer follow up, handling service complaints, logistics of dispatching field personnel to appointments and insurance Service Level Agreement tasks deadlines are met. 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.

• Understanding of the claims flow process – Fire Restoration, Reconstruction, Contents, and other Environmental work
• Manages data entry for each claim from First Notice of Loss through to completion of job in Restore 365
• 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 and 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, communication with the customer
• Ensure necessary insurance company approvals are obtained based on program guidelines
• Ensure daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required

EXPERIENCE / SKILLS / EDUCATION

• High school diploma/GED required
• Bachelor’s Degree or applicable experience preferred, work experience will be considered
• Exceptional Customer Service skills
• Previous Xactimate, restoration or insurance claims experience a plus
• 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 / 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.

Incumbent will be subject to:

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.

COMPENSATION & BENEFITS

ServiceMaster by Disaster Recon offers a professional environment, stability, upward mobility, and excellent benefits.

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.