Position Title: Claims Auditor / Production Coordinator

Reports To: Lead Coordinator & Mitigation Manager

Overview:
Great position to be part of NW Ohio and NE Indiana’s leading property restoration and commercial cleaning organization.  Our team specializes in fire restoration, water mitigation, mold remediation and full service repairs.  At ServiceMaster by McCann, we help people in their time of need helping to Restore Piece of Mind.

As the hub of all claims/jobs, the coordinator is responsible for speaking with the customers, ongoing customer follow up, handling service needs and working with the appropriate party to serve out customer. 

Including logistics of dispatching field personnel to jobs while ensuring that the required Cycle Time and insurance Service Level Agreement tasks deadlines are met. The Coordinator will be responsible to follow up daily with the OPS team to ensure and 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.

                                                                              Most importantly, one must embody our Core Values:

                                                                                                      Honor God in All We Do
                                                                                                      Help Our Team Develop
                                                                                                    Build Client Relationships
                                                                                                                Grow Profitably

Job Responsibilities:
• Understanding of the claims flow process – Water Mitigation, Fire Restoration Reconstruction, Contents, and other as needed
• Manages data entry for each claim from First Notice of Loss through to completion of job in the CRM (Restore 365) system
• Daily review of compliance tasks and all job tasks are completed on time 
• Monitor and update jobs in CRM (Restore 365) 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 production team, homeowner and/or insurance/mortgage not obtained on initial call or parts of the claim/job process including Restore 365, Mitigate and Corelogic CRM
• 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 project manager as required
• May be responsible for creating job estimate and or assisting the Estimator/Project Manager with final estimate
• Answering incoming phone calls and/or texting platform, welcome and tend to the needs of any lobby guests
• Assisting with file management as directed by project manager 
• Assist with any administrative needs from On Call / CAT Mode, as needed.
• Any and all other duties as assigned by management
• Auditing of Mitigate

Qualifications and Requirements:
• Exceptional Customer Service Skills Minimum 1 year of customer service
• Proficient at using Microsoft Office, Outlook, CRM type software
• Good time management, prioritization, and multitasking abilities
• Excellent interpersonal skills to build strong relationships with colleagues
• Effective communication, including speaking, writing and active listening
• Must be able to adapt and be comfortable in a high-pressure environment
• Willing to obtain IICRC Certification upon hire

Schedule:
4 day work week available for some candidates and working hours are normally on a Monday-Friday rotation working approximately 7:30 AM-5:30 PM.  On call rotation for after hours service dispatching includes additional compensation.
 
Compensation: 
Based on qualifications.