Estimate Review Specialist

4 weeks ago

Gallatin, Tennessee, United States Servpro Industries, LLC Full time

About the Role

The Estimate Review Specialist will be responsible for performing quality and accurate job file audits to ensure client guidelines are met. This role requires flexibility with respect to working overtime and holidays, especially when inundated with job files in the audit queue.

Key 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.
  • Utilize 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.

Requirements

  • 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 and 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.

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