Claims Operations Specialist: CRM & Estimating

ServiceMaster Restore®; Riverside (CA); On-site; USD 48,000 - 70,000; Full time

Job summary

ServiceMaster Restore® in Riverside, CA seeks a Claims Coordinator who will manage customer communication, track progress, and coordinate field dispatch while meeting cycle times and SLA deadlines. The coordinator will follow up daily with the OPS team to ensure documentation, estimates and procedures align with program guidelines. A successful candidate will be tenacious, detail-oriented, and capable of handling multiple projects.

Qualifications

• High school diploma or 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 of Xactimate 28
• Experience with Microsoft Office applications (Word, Outlook, PowerPoint, Excel) required
• Strong verbal and written communication skills.
• Ability to manage highly confidential information.
• Strong problem-solving skills.
• Experience 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 ensures all job tasks are completed on time
• Monitors and updates jobs in the required operating system, ensuring efficient flow through the claims process and cycle times
• Uploads photos and other documents appropriately titled and ensures missing required data is obtained from homeowner and insurance/mortgage information
• Creates and/or assists with job estimates and reviews final estimates to ensure completeness 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
• Conducts client care calls to maintain constant, often daily communication with the customer and may communicate with adjuster
• Ensures daily notes are entered in all jobs, contacting relevant participants and escalating to the department manager as required
• May be responsible for creating job estimates or assisting the Estimator/Project Manager with final estimate

Skills

Customer service

Verbal and written communication

Time management

Data entry

Education

High School Diploma / GED

Bachelor's Degree or applicable experience

Tools

Xactimate 28

Microsoft Office

CRM software

Job description

ServiceMaster Restore® in Riverside, CA seeks a Claims Coordinator who will manage customer communication, track progress, and coordinate field dispatch while meeting cycle times and SLA deadlines. The coordinator will follow up daily with the OPS team to ensure documentation, estimates and procedures align with program guidelines. A successful candidate will be tenacious, detail-oriented, and capable of handling multiple projects.