Claims Response Technician

Position Summary:

Cleans and restores damage to residences due to water and/or mold.  Conducts detailed inspections, independently determines and executes mitigation plan.  Upon assignment, may act as the field adjuster on behalf of the Claims department.

Responsibilities:

• Communicates with co-workers, management, clients, vendors, and others in a courteous and professional manner.
• Participates in special projects as assigned.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.
• Conducts initial onsite inspection to determine extent and scope of damage.
• Identifies hazards and source of damage; evaluates flooring and structure materials and/or contents and documents pre-existing conditions.
• Takes and labels photos; measures and sketches affected rooms.
• Determines best restoration process and establish drying goals.
• Removes excess water by mopping and/or extraction.
• Sets air movers, dehumidifiers and/or specialty equipment. Monitors and documents temperature and humidity readings
• As needed, pulls baseboards, drywall, insulation, carpet/carpet pad, flooring, cabinetry, etc.
• As needed, set-up containment areas and hepa-vacuums affected areas. Treats areas with anti-microbial, as needed.
• Schedules follow-up and clearance tests.
• Obtains Customer Service Report and Certificate of Satisfaction upon completion of job.
• Completes and submits in a timely manner all required paperwork.
• Communicates with co-workers, management, clients, vendors, and others in a courteous and professional manner.
• Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated CATs.
• Participates in special projects as assigned.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.
• Provides direction in the Territory Operations Managers absence.
• Provides response to level two escalation issues on claims that require additional attention.
• Provides response to customer service/public relations visits when a Territory Operations Manager is unavailable.
• Provides statistics, data, and feedback to the Territory Operations Manager in regards to their home Territory.
• Provides feedback and suggestions to improve training, protocols, and general operations in their home territory.

Qualifications:

• High School Diploma or equivalent and an active Driver’s License with clear driving record are required.
• 6 months relevant experience. Experience in restoration or construction preferred.
• WRT, ASD, AMRT certification a strong plus.
• Ability to climb, kneel, and crawl required; may worked in confined spaces. Ability to lift and move items up to 30 lbs alone; more with assistance from a partner.
• Basic computer proficiency; comfortable working with internet-based tools.
• Demonstrated customer service focus / superior customer service skills.
• Excellent communication skills and ability to interact on a professional level with internal and external personnel.
• Results driven with strong problem solving and analytical skills.
• Ability to work in a fast paced environment; and manages changing priorities effectively.
• Detail-oriented and exceptionally organized.
• Collaborative partner; ability to contribute to a positive work environment.
• Must be available on call and weekends.
• This position is based within an assigned region; travel throughout the region is required with occasional travel to locations beyond the assigned region. Company paid pre-employment drug test and health screening required.