Customer Service Representative

Built on a foundation

Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world-class customer service and convenient access. By joining ServiceMaster, you'll be part of a talented network of employees with a shared vision.

About the role

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.

Responsibilities

• Understanding of the claims flow process – Water Mitigation, Mold, Fire, Content and other Environmental work
• Manages data entry for each claim from First Notice of Loss through to completion of job in the CRM system
• Daily review of compliance tasks and all job tasks are completed on time
• Maintain and update jobs in required operating system ensuring 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, as well as follow up to get missing required data from homeowner and insurance/mortgage information not obtained on initial call
• Create and or assist with job estimate, reviews final estimate to ensure estimate is complete per company standards
• Manage Customer Service issues and complaints, documenting actions and resolution
• Understand 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 department manager as required
• May be responsible for creating job estimate and or assisting the Estimator/Project Manager with final estimate

Requirements

• High school diploma/GED required
• IICRC Certifications preferred but not required: WTR, ASD, OCT, STC
• Exceptional Customer Service working in a team environment utilizing meticulous attention to detail and the ability to prioritize tasks
• Experience with Microsoft© Office application (Word, Outlook, PowerPoint, and Excel) required
• Personal 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
• Proficient at using Microsoft Office, Outlook, CRM software
• Experience with customer interaction and conflict resolution

Qualifications

• High school diploma/GED required

Skills

• Understanding of the claims flow process – Water Mitigation, Mold, Fire, Content and other Environmental work
• Microsoft© Office application (Word, Outlook, PowerPoint, and Excel)
• Customer Service working in a team environment utilizing meticulous attention to detail and the ability to prioritize tasks
• Problem-solving skills
• Microsoft Office, Outlook, CRM software
• Customer interaction and conflict resolution

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Pay

N/A

Schedule

N/A