Claims Coordinator

ServiceMaster Restore®; Riverside (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

ServiceMaster Restore® is seeking a Claims Coordinator in Riverside, CA. You will handle customer communication, follow up, and logistics for field dispatch while meeting cycle times and SLA deadlines.

The role requires attention to detail and the ability to manage multiple projects in a fast-paced environment. You will document and review estimates, support the estimator/PM on final figures, and ensure accurate data entry in CRM.

Qualifications

• High school diploma or GED required
• Bachelor’s Degree or applicable experience preferred
• IICRC certifications preferred but not required
• Experience with Xactimate and Microsoft Office applications

Responsibilities

• Understand claims flow: Water Mitigation, Reconstruction, Contents, environmental work
• Manage 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 job tasks
• Monitor and update jobs in the operating system for efficient workflow
• Upload photos and documents with accurate descriptions and timing
• Assist with job estimates or review final estimates per company standards
• Handle customer service issues and resolutions, document actions
• Maintain knowledge of cycle times and SLAs for each job phase
• Make routine customer care calls and liaise with adjusters as needed
• Enter daily notes and escalate to management when required
• Collaborate with Estimator/PM on final estimates

Skills

Customer service

Data entry

Verbal & written communication

Time management

Organizational skills

Conflict resolution

MS Office proficiency

Xactimate experience

Education

Bachelor’s degree or applicable experience

Tools

Xactimate 28

Microsoft Office

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.

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.