What we offer
- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
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.
- High School Diploma or GED required.
- Must reside in the states of Tennessee or Kentucky for payroll purposes.
About SERVPRO
For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.
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.
