ServiceMaster by Disaster Recon is the leading water/fire restoration company in Northeast Ohio. We are a top 20 ServiceMaster franchise worldwide and top 5 for commercial restoration. We have been helping our community in their time of need, rebuilding homes and businesses and restoring lives.
ServiceMaster by Disaster Recon is seeking a full-time Team Coordinator, Water Restoration to join our energetic and dynamic team. This position is a pivotal role as the hub of all water mitigation and restoration jobs. The Team Coordinator is responsible for speaking with the customer, ongoing customer follow up, handling service complaints, logistics of dispatching field personnel to jobs while ensuring that the required Cycle Time and insurance Service Level Agreement tasks deadlines are met. In addition, this position is responsible to follow up daily with the Lead Water Technicians to ensure 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 Restore 365
● 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 and 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
● Determine labor and equipment costs
● Addresses estimate exceptions in a timely manner
● 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, communication with the customer
● Ensure necessary insurance company approvals are obtained based on program guidelines
● Ensure daily notes are entered in all jobs, contacting relevant participants, and escalating to the department manager as required
● Requests and pursues payment for services via communication with commercial and residential clients
● Other duties as assigned
EXPERIENCE / SKILLS / EDUCATION
● High school diploma or GED from an accredited institution
● Bachelor’s Degree or applicable experience preferred, but not required
● Exceptional customer service skills and conflict resolution
● Excellent 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
● 2-3 years of Xactimate experience required-proficient use Xactimate 28
● Experience with Microsoft© Office (Word, Outlook, PowerPoint, and Excel) required
● IICRC Certifications preferred but not required: WTR, ASD, OCT, STC
PHYSICAL DEMANDS / 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.
● 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
● 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
COMPENSATION & BENEFITS
ServiceMaster by Disaster Recon offers a professional environment, stability, upward mobility, and excellent benefits.
We offer:
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.
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