Claims Coordinator

Join to apply for the Claims Coordinator role at Service Master Restore®.

Position Overview:

As the hub of all claims, the coordinator is responsible for speaking with customers, ongoing follow‑up, handling service complaints, and managing the dispatch of field personnel while ensuring cycle time and SLA deadlines are met. The coordinator follows up daily with the OPS team to ensure all required documentation, estimates, and procedures are completed according to program guidelines.

A successful coordinator will possess tenacity, thrive in a fast‑paced environment, be detail‑oriented, and manage multiple projects simultaneously.

• Understanding of the claims flow process – Water Mitigation, Reconstruction, Contents, and other Environmental work.
• Manages data entry for each claim from First Notice of Loss through completion in the CRM system.
• Daily review of compliance tasks and ensures all job tasks are completed on time.
• Monitor and update jobs in the required operating system to ensure efficient claims flow and cycle times.
• Ensure uploading of photos and documents are properly described, titled, and uploaded in real time; follow up on missing data from homeowners and insurance/mortgage information.
• Creates and/or assists with job estimate; reviews final estimate for completeness per company standards.
• Manages customer service issues and complaints, documenting actions and resolution.
• Understand all company cycle times and SLAs for each job phase.
• Client care calls – maintain daily communication with customers and may communicate with adjusters.
• Ensure daily notes are entered in all jobs; contact relevant participants and escalates to department manager as required.
• May assist Estimator/Project Manager with final estimate.

• High school diploma/GED required.
• Bachelor's degree or applicable experience preferred; work experience will be considered.
• IICRC certifications preferred but not required: WTR, ASD, OCT, STC.
• Exceptional customer service skills.
• 1‑3 years of Xactimate experience required; proficient use of Xactimate 28.
• Experience with Microsoft Office applications (Word, Outlook, PowerPoint, Excel) required.
• Personal time management and organizational skills.
• Strong verbal and written communication skills.
• Dependable and adaptable to operate within a fast‑paced environment.
• Ability to manage highly confidential information.
• Strong problem‑solving skills.
• Proficient at using Microsoft Office, Outlook, CRM software.
• Experience with customer interaction and conflict resolution.

Incumbent must be prepared to:

• Move up to 20 pounds occasionally by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sit for long periods while using office equipment such as computers and phones.
• Perform repetitive wrist, hand, and finger motions during typing.
• Express or exchange ideas quickly, accurately, and respond to detailed information.
• Maintain close visual acuity for detail‑oriented activities like data preparation and computer screen viewing.
• Be exposed to various indoor working conditions, including with or without air conditioning and heating; travel may be required for short periods.

Disclaimer:
The above statements describe the general nature and level of work performed by employees in this classification. They are not exhaustive. The Company reserves the right to modify this description at any time. Employment remains at will.

$15.00–$16.00 per hour.

Entry level

Full‑time

Other

Insurance