Claims Coordinator

ServiceMaster of South Shore Inc; Redlands (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

ServiceMaster of South Shore Inc in Redlands, CA is seeking a detail‑oriented Claims Coordinator to manage the flow from first notice through to completion. You will communicate with customers, document progress, and coordinate field dispatch to ensure timely service and adherence to SLAs.

The role requires strong data entry, experience with Xactimate, CRM and Microsoft Office, and a commitment to excellent customer service in a fast‑paced environment.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred or relevant experience.
• Experience with Xactimate 28 required.
• IICRC certifications preferred (WTR, ASD, OCT, STC).
• Excellent customer service and communication skills.
• Strong time management and organizational abilities.
• Proficient with Microsoft Office and CRM software.

Responsibilities

• Coordinate claims workflow and dispatch field personnel to jobs.
• Maintain daily follow up with OPS team and document guidelines.
• Ensure cycle times and SLAs are met.
• Update CRM with claim data from first notice to completion.
• Prepare and review estimates per company standards.
• Handle customer service issues and document resolutions.
• Communicate with homeowners and adjusters as needed.
• File daily notes and escalate as required.
• Support Estimator/PM with final estimates.

Skills

Customer service

Verbal and written communication

Time management

Problem solving

Organizational skills

Conflict resolution

Adaptability

Education

High school diploma/GED

Bachelor's degree or applicable experience

IICRC Certifications (WTR, ASD, OCT, STC)

Tools

Xactimate 28

CRM software

Microsoft Office Suite

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.