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 home owners 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. We work closely with property owners, insurance professionals and others involved with commercial, residential and institutional property damage restoration. Our teams enjoy helping people in their great time of need. This is an ideal position for insurance adjuster seeking job stability and opportunity or someone with related skills or experiences who want to expand their career.

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

Fulltime Non Exempt Position Benefit Level Administration

Compensation: Hourly plus monthly incentive

Career Path: Advancement to Inside Project Manager

Responsibilities and activities typical but not limited to

Note: these are typical and normal activities and responsibilities associated with the Inside Estimator Customer Service Representative. . Requirements, duties and responsibilities may change as 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 over-site 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 is 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

Provide initial intake of information from clients requesting service, provide initial feedback to customer regarding our services. Enter all customer information into job management data base.

Communicate to operations team regarding new customer opportunities and make sure the customer is engaged by operations

Take owner ship of assigned customer files making sure all critical information is gathered throughout the project to allow for ease of billing and collections.

Interact with 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

Prepare detailed work scopes and invoice documents using XactaMate and Symbility , upload or send final documentation and invoicing to stake holders in the project

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

Be aware of costs and expenses incurred on assigned projects to establish target revenue to generate on that project

Be attentive to property owner's conditions and situation. Act as main point of contact with customer throughout restoration process.

Maintain control and oversite on the receiving and posting all required documents for assigned projects providing for ease of final collections

Prepare file for invoicing and turning over to collections making sure all required information and documents are present.

Be aware and be able to implement new requirements and procedures from existing and new insurance companies and clients

Attend regular staff meetings and be able to report and status and condition of files that you are handling

Aid field production team by contacting sub contractors, vendors and insurance contacts to expedite the project

Remember if it is not written or signed for it does not exist, Be a champion for complete and accurate documentation on all files

Close out the project including: all final hand off activities

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

Complete all ServiceMaster University Courses as assigned

Complete level 1 and 2 Xactamate Training in 12 months

Complete Inside video training course in first 12 months

Master key concepts in the S500 Water damage Standard

Master the use of Restore 365 for all project management duties

Master Use of industry required Drydown documentation

Complete Industry sponsored Certification Training in first 18 months

Have full understanding how all Service Divisions with in the company interact

Demonstrate leadership and accountability in file management and customer experience managment

Be a constant learner

Job Specifications and Requirements:

This is an entry level position leading to a project management role

Prior experience in the property damage restoration or related construction experience highly desired buy not required

Experience with Xactamate software or ability to learn estimating software highly desired

Demonstrated experience in a fast paced work environment

Strong interpersonal and organizational skills required

Computer skills including word processing . spreadsheets, Data entry, 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

Moderate duty work in office environment

Occasional field visits to job sites with varied conditions

High school with some advanced education preferred

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC.