Estimate Review Specialist I

Headquarters Careers At Servpro Industries•Gallatin, TN

About The Position

The Estimate Review Specialist I works in the Quality Assurance Department, auditing job files to ensure estimates are accurate, high quality, and compliant with client and carrier guidelines. The role reviews and analyzes written information and damage estimates, manages review cycle times, and documents and follows up on discrepancies. Specialists are expected to maintain the required caseload and achieve a 95% annual department scorecard average, with the ability to review at least 40 claims per day at varying stages in the claims process. The position also involves communicating with franchises by phone, email, and internal systems; providing customer service; participating in training, team meetings, and projects; and sharing knowledge with and assisting peers. The specialist may also support the Franchise Support Phone Group, billing disputes, and customer complaint resolution. Flexibility to work overtime and holidays may be needed, particularly when the audit queue is busy. This role is open to candidates residing in the states listed in the posting, subject to applicable state and local laws. SERVPRO describes itself as a leader in cleanup, restoration, mitigation, construction, and remediation services, supported by more than 2,200 independently owned and operated franchises and a headquarters team.

Requirements

At least two years of relevant experience, including customer support, quality assurance, and/or audit experience.
High school diploma or GED.
Ability to read, write, and communicate clearly, directly, and professionally with employees, customers, and suppliers, in person, by phone, and in writing.
Strong analytical and mathematical ability.
Excellent attention to detail.
Ability to think critically, work independently, and solve problems.
Ability to multitask and adapt quickly to changing or conflicting priorities.
Strong written and verbal communication skills.
Ability to communicate using programs such as Slack and Microsoft Teams.
Strong relationship-building skills and ability to work well with others.
Strong time-management skills, including the ability to work in a metrics-driven claims environment.
Ability to remain seated while using a computer and phone for extended periods.
Flexibility to work overtime and holidays when needed.

Nice To Haves

Six months to one year of experience in insurance, damage evaluation and estimating, or a similar field.
Basic understanding of loss estimating, homeowner residential or commercial work, mitigation, and/or construction.
Ability to use technology to review and analyze written information and estimate the scope of damages.
IICRC Water Restoration Technician (WRT) and Applied Structural Drying (ASD) certifications, or ability to obtain them within the first year of employment.
Comfort with screen sharing and video calls.
Knowledge of Xactimate/Xactware or other estimating software.

Responsibilities

Review estimates against carrier guidelines.
Manage the efficiency, timeliness, fairness, and quality of estimate reviews.
Examine documents for completeness, accuracy, and compliance with carrier guidelines.
Use current technology to review written information and analyze damage estimates.
Review at least 40 claims per day at varying stages in the claims process.
Use objective judgment and critical decision-making to resolve issues.
Document and follow up on discrepancies in files.
Attend and participate in training, team meetings, and projects as needed.
Share knowledge and assist peers when needed.
Provide excellent customer service.
Communicate with franchises by phone, email, and internal systems, accurately documenting claim details.
Represent the company professionally.
Maintain the expected caseload and a 95% department scorecard average for the year.
Assist the Franchise Support Phone Group, Billing Disputes process, and customer complaint resolution when necessary.