Disaster Restoration Claims Coordinator (Disaster Restoration)

ServiceMaster Elite Cleaning Services•Metairie, LA

2d•Onsite

About The Position

For 65 years, ServiceMaster Clean has been committed to more than just delivering exceptional cleaning services — we’ve been dedicated to empowering people to achieve success. By providing the tools, training, and support you need to grow, we help increase your productivity, boost your earnings, and strengthen your dignity, self-respect, and sense of worth. As the hub of all water, fire and mold remediation claims activity, the Disaster Restoration Coordinator is responsible for direct communication with customers, ongoing follow-up and assisting with service complaints. This role ensures that required cycle times and insurance program Service Level Agreements (SLAs) are consistently met. The coordinator works closely with the Operations team to ensure that all documentation, estimates, and procedures align with program guidelines. Success in this role requires tenacity, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

High school diploma or GED required
Strong computer skills: proficiency in Microsoft Office (Word, Outlook, Excel, PowerPoint), CRM systems, and restoration industry platforms
Exceptional customer service and communication skills
Strong organizational, time management, and problem-solving abilities
Comfortable managing confidential information
Reliable, adaptable, and able to work in a fast-paced, multitasking environment

Nice To Haves

Bachelor’s degree or relevant work experience preferred
IICRC Certifications preferred but not required: WTR, ASD
Experience in claims processing, compliance tracking, or a similar role is a plus

Responsibilities

Manage claims from First Notice of Loss through completion, ensuring timely and accurate data entry in CRM systems
Review and complete daily compliance tasks, ensuring all job milestones and SLA requirements are met
Monitor job progression in systems such as DASH to ensure alignment with program timelines and expectations
Upload and organize documentation (e.g., photos, estimates, reports) in real-time and ensure missing data is followed up and updated promptly
Accept and set up jobs for both program work and non-program work (Self-Pay and Commercial)
Utilize and maintain compliance across platforms including: CoreLogic /Cotality/DASH Mitigate (formerly MICA) XactAnalysis / Xactimate DocuSketch
Assist in preparing or reviewing job estimates to ensure accuracy and completeness
Coordinate billing, document collection, and payment processing for mitigation claims
Communicate and coordinate customer and adjuster concerns, document complaints, and follow-up to ensure timely resolution
Maintain proactive and professional communication with customers through Client Care Calls
Enter detailed daily notes and escalate delays or concerns to the department managers
Collaborate with Estimators and Project Managers on estimate development as needed