Customer Service Representative

2 weeks ago

Harrisburg, United States Advanced DRI and A.Molly Restoration and Remediation Full time

**Restoration industry Experience Preferred**

The Customer Service Representative (Loss Coordinator) is responsible for conducting customer and business support services as it relates to the operations and file management duties to ADRI. The Customer Service Representative is tasked with speaking to the customer, ongoing customer follow-up, handling service complaints, logistics of dispatching field personnel to jobs while ensuring that the required Cycle Time and insurance Service Level Agreement tasks and deadlines are met. The Customer Service Representative follows up daily with the Operations team to ensure that all required documentation, estimates, and procedures are followed according to required company guidelines.

Responsibilities:

  • Manage claims flow process, including water mitigation, reconstruction, contents, and environmental work.
  • Input new jobs into DASH, update information, and keep the team informed.
  • Handle data entry for claims from start to finish in DASH.
  • Daily updates with notes from PM, Estimators, customers, and adjusters in DASH and other designated programs.
  • Monitor compliance tasks, job status, and completion percentages in DASH and TPA dashboards.
  • Ensure proper photo and document uploads, obtaining missing data as needed.
  • Review job management reports and communicate findings to the team.
  • Submit completed scope package to Estimating Manager.
  • Follow up on estimate approvals and prepare contracts.
  • Close out files, update information, and perform audits.
  • Understand company cycle times for each job phase.
  • Handle customer service issues, document actions, and resolutions.
  • Manage invoices for completed and ongoing jobs.
  • Provide superior customer service through various tasks.
  • Support accounts receivable activities.
  • Perform general administrative work as needed.
  • Maintain confidentiality and enforce company policies.
Competencies:
  • Strong communication skills (verbal and written).
  • Excellent interpersonal and customer service skills.
  • Strong organizational skills with attention to detail.
  • Effective time management and meeting deadlines.
  • Analytical and problem-solving abilities.
  • Prioritization and delegation skills.
  • Ability to work in a fast-paced and sometimes stressful environment.
  • Proficiency in Microsoft Office Suite, Google Suite, or similar software.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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