Lead Restoration Manager

2 weeks ago

Towson, United States ServiceMaster Restore Full time
Job Summary

We are seeking a highly skilled and experienced Lead Restoration Manager to join our team at ServiceMaster Restore. As a key member of our operations team, you will be responsible for overseeing the restoration process, ensuring high-quality results, and providing exceptional customer service.

Key Responsibilities

• Monitor and inspect restoration jobs to ensure completion of drying, demolition, and various restoration activities.
• Prepare and review documentation, including notes, photos, and documents, according to company policies and procedures.
• Explain processes used to complete active jobs and next steps to resolution in person to customers.
• Supervise technicians assigned to the job, ensuring safety and operational standards are being followed and met during active jobs.
• Complete assigned jobs according to company processes and carrier standards, maintaining quality control and managing technician(s) assigned to the job.
• Perform daily monitoring and required activities on all active jobs to residential and/or commercial customers with a sense of urgency.
• Interface with adjusters in person, over the phone, and virtually to resolve issues and answer questions about the loss.
• Complete sketch and scope sheet for estimate, complete drying records using mobile software.
• Inspect jobs after completion and obtain customer signatures for approval purposes, and request payments when necessary.
• Resolve issues with customers, communicate customer issues, daily job activities with key company staff.
• Prepare and/or review documentation to include notes, photos, and have documents signed by customer according to company policies using software to ensure reimbursement from insurance companies.
• May train new technicians or key operational team members.
• Ensure safety standards are being followed during all active jobs.
• Valid Drivers' License and satisfactory driving record.
• Strong verbal and written communication skills.
• Strong problem-solving and customer service skills.
• Must be able to prioritize activities and meet deadlines.
• Experience with entering data using a tablet or mobile phone.
• Report to work on time in a clean, complete uniform.
• Read and follow product label usage instructions.

Requirements

• High school graduate or equivalent.
• Valid driver's license and satisfactory driving record.
• Good verbal and written communication skills.
• Role models customer service expectations with home owners, adjusters, vendors, etc.
• Knowledge of disaster restoration or construction industry.
• Proficient with using mobile software to enter data.
• Experience with using Xactimate is preferred but not required.
• Must be able to prioritize activities and meet deadlines.
• Experience in training and managing others.
• Strong problem-solving skills.
• Communicates customer issues, job activities with key company staff.
• Certifications are preferred, but not required: ASD – Applied Structural Drying Technician, FSRT – Fire & Smoke Restoration Technician, OCT – Odor Control Technician, WRT – Water Damage Restoration Technician.

Physical Demands and Working Conditions

The incumbent must be prepared to:
• Move up to 70 pounds often, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Stand and walk for extended periods of time. Lifting, squatting, crawling, and crouching are required.
• Express or exchange ideas with others and receive and act on detailed information given.
• For safety reasons, respirators, which are used in certain situations, must be able to seal to your face.
• Be exposed to various inside and outside working conditions: The change of environment such as with or without air conditioning and heating.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

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.

Our environment is a diverse community where successful people work together to achieve common goals.

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