Claims & Customer Experience Specialist

ServiceMaster RRH; Centerville (UT); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Bonus based on performance

Competitive salary

Flexible schedule

Paid time off

Training & development

Job summary

ServiceMaster RRH in Utah seeks a detail-oriented Claims Coordinator to act as the hub for all claims, coordinating with customers, follow-up, and field dispatch to meet cycle times and SLAs. You will support daily OPS communications and ensure documentation, estimates, and procedures comply with program guidelines.

A successful candidate thrives in a fast-paced environment, is tenacious, and excels at multitasking across multiple projects while maintaining high service levels.

Qualifications

• High school diploma/GED required.
• Bachelor’s Degree or applicable experience with Dash/mitigate and xactanalysis 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 applications (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

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

Skills

Customer service

Verbal communication

Written communication

Time management

Problem solving

Confidential information handling

Conflict resolution

Education

Bachelor’s Degree or applicable experience

High school diploma/GED

IICRC Certifications (WTR/ASD/OCT/STC) preferred

Xactimate experience

Tools

Xactimate

Dash/Mitigate

xactanalysis

Microsoft Office

CRM software

Job description

ServiceMaster RRH in Utah seeks a detail-oriented Claims Coordinator to act as the hub for all claims, coordinating with customers, follow-up, and field dispatch to meet cycle times and SLAs. You will support daily OPS communications and ensure documentation, estimates, and procedures comply with program guidelines.

A successful candidate thrives in a fast-paced environment, is tenacious, and excels at multitasking across multiple projects while maintaining high service levels.