Claims Coordinator

ServiceMaster Clean of Fraser Valley; Redlands (CA); On-site; USD 52,000 - 70,000; Full time

Job summary

ServiceMaster Clean of Fraser Valley is seeking a Claims Coordinator to serve as the hub of all claims, liaising with customers, coordinating field dispatch, and ensuring cycle times and service level agreements are met.

The role involves data entry in CRM, handling estimates, documenting actions, and maintaining daily notes. A high school diploma is required; a bachelor’s degree is preferred, with Xactimate experience and strong Microsoft Office skills to support a fast-paced claims environment.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred
• 1–3 years of Xactimate experience required; proficient in Xactimate 28
• Exceptional customer service and strong communication skills
• Experience with Microsoft Office applications (Word, Outlook, PowerPoint, Excel)
• Ability to manage confidential information and work in a fast-paced environment
• Experience interacting with customers and resolving conflicts

Responsibilities

• Understand the claims flow: Water Mitigation, Reconstruction, Contents, and Environmental work
• Data entry for each claim from First Notice of Loss to job completion in CRM
• Daily review of compliance tasks and on-time completion of all jobs
• Monitor and update jobs to ensure efficient workflow and cycle times
• Upload and describe photos/documents; request missing homeowner/insurance data
• Assist with job estimates and review final estimates for accuracy
• Manage customer service issues; document actions and resolutions
• Know company cycle times and SLAs for each job/phase
• Make client care calls and maintain daily notes; escalate as needed
• Assist estimator/PM with final estimates if needed
• Maintain confidentiality and professional communication

Skills

Xactimate

CRM software

Microsoft Office

Customer Service

Communication

Time management

Education

Bachelor's Degree

High school diploma/GED

Tools

Xactimate

CRM software

Job description

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.