Job Description

About SERVPRO

Servpro Industries, LLC, is a national leader of fire, water, mold, and other specialty cleanup and restoration services. With a professional services network of more than 2,000 franchises in the United States and Canada, SERVPRO quickly responds to property damage emergencies. These range from multimillion-dollar disasters to those suffered by individual businesses and homes. SERVPRO headquarters in Gallatin, Tennessee, is home to 400+ employees who are dedicated to supporting SERVPRO franchise operations. SERVPRO has been recognized by The Tennessean for its Top Workplace Award for the 4th consecutive year.

Job Summary

The Estimate Review Specialist in the Quality Assurance Department is responsible for performing quality, accurate job file audits to ensure client guidelines are met. Estimate Review Specialists are expected to maintain flexibility with respect to working overtime and holidays, especially when inundated with job files in the audit queue.

Major Duties and Responsibilities

• Review estimates based on carrier guidelines.
• Manage efficient cycle times and quality of estimate reviews timely and in a fair manner.
• Examine documents for completeness, accuracy, and conformance to carrier guidelines.
• Utilizes current technology to review, and analyze written information and estimate damages.
• Ability to successfully review, at minimum, 40 claims per day at varying stages in the claims process.
• Strong analytical and mathematical ability.
• Exercise objective judgment and critical decision making to resolve issues.
• Note and follow up on discrepancies in files.
• Attend and participate in trainings, team meetings and projects, as needed.
• Knowledge share and assist peers, when needed.
• Execute excellent customer service.
• Effectively communicate with Franchises via phone, email, and internal systems to accurately document claim details.
• Represent the company with a high level of professionalism.
• Maintains expected case load required and a 95% department scorecard average for the year.
• Aid the Franchise Support Phone Group when necessary.
• Aid with the Billing Disputes process when necessary.
• Aid with customer complaint resolution when necessary

Required Qualifications

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
• A minimum of two years of relevant experience to include experience in customer support, quality assurance and/or audit required.
• Six months to one year of experience in insurance, damage evaluation and estimating, or similar backgrounds preferred.
• A basic understanding of loss estimating, homeowner residential, commercial, mitigation and/or construction preferred.
• Ability to utilize technology to review, and analyze written information and scope of estimate damages preferred.
• Ability to understand and have a background that includes an Institute of Inspection Cleaning and Restoration (IICRC), Water Restoration Technician (WRT), and Applied Structural Drying (ASD) certification (or ability to obtain within first year of employment)
• Excellent attention to detail required.
• Self-motivated critical thinker who can work independently to solve problems required.
• Ability to multitask and quickly adapt to changing/conflicting priorities required.
• Strong written and verbal communication skills required.
• Ability to communicate effectively using programs such as Slack & MS Teams. Comfortable sharing screens and video chatting preferred.
• Knowledge of Xactimate / Xactware software applications or other estimating software preferred.
• Strong relationship building skills and ability to work well with others required.
• High level of time management skills required, including the ability to work in a metrics driven claims environment.
• Ability to remain sitting while working on a computer with phone use for extended periods of time required.

Education

• High School Diploma or GED required.

Working Conditions

• Fast-paced, high pressure office environment.
• Standard working hours, based on a 40-hour work week.
• Additional working hours required as needed to complete assignments and projects on schedule.
• Minimal travel as required for business needs.

What we offer

• Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental plans
• 401(k) with company match
• Company profit sharing plan
• Generous paid time off and paid holidays
• 2 free on-site fitness rooms at HQ
• Personal and professional development programs
• Employee Assistance Program
• Employee Resource Groups
• \xe2\x80\x9cFinancial Wellness\xe2\x80\x9d education and training programs

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

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