Restoration Services Estimator CSR

ServiceMaster Clean of Fraser Valley; Oakmont (Allegheny County); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic team in a recession-proof industry focused on restoring properties damaged by fire, water, and storms. This entry-level position offers a pathway to project management while providing essential customer service and support. As a vital part of the operations, you will engage with clients, manage documentation, and negotiate with insurance representatives to ensure smooth restoration processes. With opportunities for personal development and training, this role is perfect for motivated individuals looking to grow in a rewarding field. Be part of a team that makes a difference in people's lives during challenging times.

Qualifications

• Entry-level position leading to project management.
• Experience in property damage restoration is desired but not required.

Responsibilities

• Provide initial intake of information from clients requesting service.
• Prepare detailed work scopes and invoice documents using Xactamate.

Skills

Attention to Detail

Strong Communication Skills

Negotiation Skills

Customer Service

Basic Scientific Principles of Drying

Education

High School Diploma

Advanced Education Preferred

Tools

Xactamate

Symbility

AutoCAD

Job description

Position Description: Inside Restoration Services Estimator Customer Service Representative

Join a growing, industry leading team providing services to properties damaged by fire, water, storm, and flood. We are a part of a recession-proof industry that specializes in helping homeowners and business owners who have sustained property damage and need immediate help with restoring their lives back to normal. Since 1981, ServiceMaster of Greater Pittsburgh has continued to grow and be at the forefront in Western Pennsylvania for property damage restoration. Our teams enjoy helping people in their great time of need. This is an ideal position for insurance adjusters seeking job stability and opportunity or someone with related skills or experiences who want to expand their career.

We are seeking a highly motivated, experienced, or very willing-to-learn insurance damage repair estimator to join our team. The job requires attention to detail and an understanding of basic building concepts. Mastery of industry-related software including Xactamate, as well as understanding industry concepts of structural drying, restoration services, and general customer service delivery, is required. Strong communication and negotiating skills are a must. Ability to master and use industry software programs and work as part of a very high-performing team is essential.

Full-time Non-Exempt Position Benefit Level Administration

Compensation: Hourly plus monthly incentive

Career Path: Advancement to Inside Project Manager

Responsibilities and Activities:

Note: These are typical and normal activities and responsibilities associated with the Inside Estimator Customer Service Representative. Requirements, duties, and responsibilities may change as a result of changes in business conditions, staffing, or other business requirements.

General Description: Primary focus is to take information from the field production team and convert that information into billable documents reflecting work that was performed to restore and/or repair properties damaged by water, fire, smoke, or storm. Requires maintaining oversight over the compliance of field crews in the delivery of industry-required service standards. Taking the field notes and information, you create reports that accurately reflect work that was completed with appropriate charges for the work. Negotiations and communications with insurance adjusters and representatives are involved to seek an agreed price for work completed. Requires ownership of the job file and the results of the project including client happiness, insurance company approval, and acceptable job margins.

Primary Responsibilities:

1. Provide initial intake of information from clients requesting service and provide initial feedback to customers regarding our services. Enter all customer information into the job management database.
2. Communicate to the operations team regarding new customer opportunities and ensure the customer is engaged by operations.
3. Take ownership of assigned customer files, ensuring all critical information is gathered throughout the project to allow for ease of billing and collections.
4. Interact with the field team daily on assigned projects to update files, gather information, and documentation to complete reporting and invoicing to the insurance company or end user.
5. Prepare detailed work scopes and invoice documents using Xactamate and Symbility; upload or send final documentation and invoicing to stakeholders in the project.
6. When an insurance company is involved, negotiate as needed with the insurance company to provide the best possible solution for payment without compromising yours or the company’s integrity and reputation.
7. Be aware of costs and expenses incurred on assigned projects to establish target revenue to generate on that project.
8. Be attentive to property owner's conditions and situations. Act as the main point of contact with customers throughout the restoration process.
9. Maintain control and oversight on receiving and posting all required documents for assigned projects, providing for ease of final collections.
10. Prepare files for invoicing and turning over to collections, ensuring all required information and documents are present.
11. Be aware and able to implement new requirements and procedures from existing and new insurance companies and clients.
12. Attend regular staff meetings and be able to report on the status and condition of files that you are handling.
13. Aid the field production team by contacting subcontractors, vendors, and insurance contacts to expedite the project.
14. Remember, if it is not written or signed for, it does not exist. Be a champion for complete and accurate documentation on all files.
15. Close out the project, including all final handoff activities.

Personal Development Activities: Below will be some of the training and personal development available to you:

1. Complete all ServiceMaster University Courses as assigned.
2. Complete level 1 and 2 Xactamate Training in 12 months.
3. Complete Inside video training course in the first 12 months.
4. Master key concepts in the S500 Water Damage Standard.
5. Master the use of Restore 365 for all project management duties.
6. Master the use of industry-required Drydown documentation.
7. Complete Industry-sponsored Certification Training in the first 18 months.
8. Have a full understanding of how all Service Divisions within the company interact.
9. Demonstrate leadership and accountability in file management and customer experience management.
10. Be a constant learner.

Job Specifications and Requirements:

• This is an entry-level position leading to a project management role.
• Prior experience in property damage restoration or related construction experience is highly desired but not required.
• Experience with Xactamate software or the ability to learn estimating software is highly desired.
• Demonstrated experience in a fast-paced work environment.
• Strong interpersonal and organizational skills are required.
• Computer skills including word processing, spreadsheets, data entry, and basic AutoCAD.
• Ability to master basic scientific principles of drying, decontamination, and cleaning.

Work Requirements and Physical Requirements:

• Incumbents in this position typically work in an office setting.
• Technology utilization includes phones, computers, copiers, fax machines, and other office equipment.
• Some lifting, bending, and stretching may be required.
• Moderate duty work in an office environment.
• Occasional field visits to job sites with varied conditions.
• High school education with some advanced education preferred.