Client Service Representative

About the Company

SERVPRO Global DRT based in Encino, California, is a leader in remediation and restoration; providing best in class service to handle emergency and reconstruction needs 24/7. Our goal is to help minimize the interruption to your life and quickly make it "like it never even happened.

What is the Role?

We are looking for a Client Service Representative to join our Claims Management Team.

You will be responsible for project managing and communicating the status of a job to all relevant parties from the moment of the initial loss all the way through to the finish line (ie when the job is ready to be billed and/or when you make a smooth hand off to the reconstruction team).

Responsibilities include:

• Email communication
• Sending introduction email and introducing yourself to the client as soon as you receive a new loss
• Sending daily update emails to the client, carrier, consultant and interested parties detailing work performed today and what can be expected tomorrow
• Email communications with 3rd parties, insurance, consultants as needed.
• Data entry, collection. & analysis
• Sending Work Orders to our field team for the work to be performed next day and updating relevant internal software's (eg work center).
• Reviewing all photos and Docusketchs as they come in from the field so you are aware of all job details
• Confirm that T&M / Scope sheets have been uploaded to to Egnyte
• Phone communication
• Speak with PM (who is onsite at the job) every morning to chat through job scope and ensure nothing lost via email
• Mid-day check in calls with PMs on active jobs
• End of day call with PM before they leave the job site
• Host/memorialize phone calls via email with adjusters/clients/our team
• Weekly phone/video meetings to discuss prep and/or progress of job if required by client
• Coordination & scheduling
• For any jobs out of state, need to coordinate hotels/rooms for our team and GLs to stay in.
• Sending calendar invites to relevant parties
• Ensuring all necessary forms are signed at various points during the duration of a job (eg DocuSign: COS, Limitations Forms, Release for Content Disposal.
• Partnering with relevant team members if permits are needed
• Internal communication
• As the overall project lead you will help to answer questions from estimators, T & M team, billing/accounting. Reconstruction and management, other SERVPROs that may be involved in a job, etc
• Coordinating with any 3rd parties. These include but not limited to
• Confirm job with clients, tenants
• Coordinating third-party vendors – includes asbestos and lead testing, electricians, sunbelt, plumbers, structural engineers etc.
• Making sure flooring sample is sent to ITEL if flooring is removed.
• Coordinating with Lucy Environmental Group as needed for hazard or abatement work
• Coordinating with other SERVPROs as needed
• Obtaining & analyzing proposals to present to management for review / approval as needed
• Preparing billing packages & estimate requests for relevant internal team members
• TBB (billing package for estimators to estimate for final billing)
• Estimate requests (for EMS and Repairs)
• ROM Request to T&M Team.
• Submit T&M notification form when a job becomes a T&M job.
• Client trouble shooting & support
• Any issues or questions that arise you are the POC to figure out how to resolve and solve
• We are the best service providers in this business and we are here to do what it takes to make the client happy. All of this funnels through you!
• Your role is primarily on site in our Encino office 5 days a week but from time to time, you will attend job walkthroughs onsite
  

What is required?

• Self-starter & proactive.
• Excellent written & verbal communication skills
• Customer service oriented with a proactive, ”can do”, positive attitude
• Comfortable working with ambiguity.
• Honest & transparent: never hide the bad news, when something goes wrong or mistakes happen you escalate it and help to solve it calmly and transparently
• Not afraid to jump in where needed - no task is too big or too small for you, and you are willing to help your team before you are asked.
• Prior experience in EMS, construction, insurance, is a plus but not required
• Must be able to work in person at our Encino office 5 days per week and able to travel to job sites as needed
• You are authorized to work lawfully in the United States.
  
  

Salary: $25-$35 / hour, pending experience.

Benefits:

• 401(k) 3% Match
• Health, Dental, Vision insurance