What are the responsibilities and job description for the Claims Manager position at ServiceMaster CDR?

Job Description

Claims Manager – Restoration Division

Location : Northeast Ohio or Central Texas
Employment Type : Full-Time

About Us

ServiceMaster CDR is a leading full-service Disaster Restoration company dedicated to delivering the highest quality restoration services with integrity. With 12 branch locations , we are one of the top five ServiceMaster franchises in the U.S. We specialize in water / mold mitigation, fire / smoke / odor damage, storm damage, contents cleaning / restoration, biohazard cleanup, emergency board-up / tarping, and full reconstruction services for both residential and commercial properties. Our team provides 24 / 7 emergency response and mobilizes nationwide for catastrophic events.

We take pride in rebuilding homes, businesses, and lives—restoring communities when they need us most.

Position Overview

ServiceMaster CDR is seeking an experienced Claims Manager to support the Head of Claims in managing and optimizing our claims processes. This role plays a key part in claims operations, performance evaluations, employee relations, training, and ensuring compliance with insurance Service Level Agreements (SLAs). The Claims Manager will also act as a Claims Coordinator , handling claims from First Notice of Loss through job completion while occasionally managing on-call responsibilities.

If you excel in fast-paced environments and have a strong understanding of claims management within the restoration industry , we encourage you to apply!

Key Responsibilities

Assist the Head of Claims in overseeing claims operations to ensure efficiency, compliance, and adherence to industry best practices.

Support performance reviews, employee relations , and training programs for claims team members.

Act as a mentor and resource , helping resolve complex claim issues.

Assist in onboarding and training new claims employees, ensuring proper understanding of company policies and service expectations.

Serve as a Claims Coordinator , managing claims from First Notice of Loss through job completion in Restore 365 .

Monitor and update job statuses , ensuring claims move efficiently through their cycle times.

Ensure compliance with insurance SLAs and company-defined cycle times.

Communicate with customers, insurance representatives, and internal teams to facilitate efficient claims resolution.

Review and assist in the preparation of job estimates, ensuring accuracy.

Monitor customer service issues , documenting resolutions and escalating concerns when necessary.

Rotate on-call responsibilities, responding to emergency claims inquiries .

Ensure accurate documentation and proper filing of claim-related data, including photos and required documents .

Perform additional duties as assigned by the Head of Claims.

Qualifications & Skills

Associate Degree in business, accounting, HR, or equivalent work experience in lieu of a degree.

Exceptional customer service skills with a focus on professionalism and problem-solving.

Proficiency in Microsoft Office (Word, Outlook, PowerPoint, Excel) and CRM software.

Strong time management, organizational, and multitasking abilities .

Excellent verbal and written communication skills .

Dependable, adaptable , and able to thrive in a fast-paced environment .

Ability to manage confidential information with discretion.

Experience handling customer interactions and conflict resolution .

Self-motivated with the ability to take on new responsibilities as needed.

Ability to stay calm under pressure and effectively handle multiple tasks.

Unquestionable integrity and ability to work in a family-friendly environment .

Physical Demands & Work Conditions

Occasionally move up to 20 lbs by lifting, carrying, pushing, or pulling.

Prolonged sitting while working with computers, phones, and other office equipment.

Frequent typing, hand movements, and repetitive tasks .

Ability to quickly and accurately communicate and exchange information.

Close visual acuity for analyzing data, viewing computer screens, and reading .

Compensation & Benefits

Medical, Dental, Vision, Disability, and Life Insurance

Paid Time Off (PTO)

9 Paid Holidays

401(k) with Company Match

Ready to make a difference in a dynamic, fast-growing company? Apply today and join the ServiceMaster CDR family!

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 .

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