After Hours
3 weeks ago
About the Company
SERVPRO Global DRT based in Encino, California, is a leader in remediation and restoration; providing best in class service to handle emergency and reconstruction needs 24/7. Our goal is to help minimize the interruption to your life and quickly make it "like it never even happened.
What is the Role?
We are looking for a Client Service Representative to join our Claims Management Team who will cover after hours and weekends.
You will be responsible for project managing and communicating the status of a job to all relevant parties from the moment of the initial loss all the way through to the finish line (ie when the job is ready to be billed and/or when you make a smooth hand off to the reconstruction team).
Responsibilities include:
- Email communication
- Sending introduction email and introducing yourself to the client as soon as you receive a new loss
- Sending daily update emails to the client, carrier, consultant and interested parties detailing work performed today and what can be expected tomorrow
- Email communications with 3rd parties, insurance, consultants as needed.
- Data entry, collection. & analysis
- Sending Work Orders to our field team for the work to be performed next day and updating relevant internal software's (eg work center).
- Reviewing all photos and Docusketchs as they come in from the field so you are aware of all job details
- Confirm that T&M / Scope sheets have been uploaded to to Egnyte
- Phone communication
- Speak with PM (who is onsite at the job) every morning to chat through job scope and ensure nothing lost via email
- Mid-day check in calls with PMs on active jobs
- End of day call with PM before they leave the job site
- Host/memorialize phone calls via email with adjusters/clients/our team
- Weekly phone/video meetings to discuss prep and/or progress of job if required by client
- Coordination & scheduling
- For any jobs out of state, need to coordinate hotels/rooms for our team and GLs to stay in.
- Sending calendar invites to relevant parties
- Ensuring all necessary forms are signed at various points during the duration of a job (eg DocuSign: COS, Limitations Forms, Release for Content Disposal.
- Partnering with relevant team members if permits are needed
- Internal communication
- As the overall project lead you will help to answer questions from estimators, T & M team, billing/accounting. Reconstruction and management, other SERVPROs that may be involved in a job, etc
- Coordinating with any 3rd parties. These include but not limited to
- Confirm job with clients, tenants
- Coordinating third-party vendors – includes asbestos and lead testing, electricians, sunbelt, plumbers, structural engineers etc.
- Making sure flooring sample is sent to ITEL if flooring is removed.
- Coordinating with Lucy Environmental Group as needed for hazard or abatement work
- Coordinating with other SERVPROs as needed
- Obtaining & analyzing proposals to present to management for review / approval as needed
- Preparing billing packages & estimate requests for relevant internal team members
- TBB (billing package for estimators to estimate for final billing)
- Estimate requests (for EMS and Repairs)
- ROM Request to T&M Team.
- Submit T&M notification form when a job becomes a T&M job.
- Client trouble shooting & support
- Any issues or questions that arise you are the POC to figure out how to resolve and solve
- We are the best service providers in this business and we are here to do what it takes to make the client happy. All of this funnels through you
- Your role is primarily on jobsites local to southern california.
What is required?
- Self-starter & proactive.
- Excellent written & verbal communication skills
- Customer service oriented with a proactive, "can do", positive attitude
- Comfortable working with ambiguity.
- Honest & transparent: never hide the bad news, when something goes wrong or mistakes happen you escalate it and help to solve it calmly and transparently
- Not afraid to jump in where needed - no task is too big or too small for you, and you are willing to help your team before you are asked.
- Prior experience in EMS, construction, insurance, is a plus but not required
- Must have night & weekend availability
- You are authorized to work lawfully in the United States.
Salary: $30+ / hour, pending experience.
Benefits:
- 401(k) 3% Match
- Health, Dental, Vision insurance
Interested in joining the team?
Please email your resume and cover letter, address to me, Nikki, letting us know why you want this job and why we should hire you. The next step would be an initial video interview with a member of our team.
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