Quality Assurance Support Specialist
Servpro
- Lafayette, TN
- Permanent
- Full-time
- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
- Ability to troubleshoot Franchise issues via telephone or email to ensure problem resolution.
- Triage, troubleshoot and resolve franchise redlight issues, audit errors, upload problems.
- Ability to be in multiple systems and multiple screens troubleshooting Franchise issues.
- Excellent analytical and problem-solving skills and ability to manage multiple assignments simultaneously while meeting deadlines and quality standards.
- Review an Estimate based on carrier guidelines.
- Ability to work under pressure and handle conflicts in a professional manner.
- Follow up on new and outstanding requests and provide timely solutions.
- Provide one call resolution while meeting established SLAs.
- Update, Manage and monitor internal and external software information.
- Comfortable with spreadsheets, numbers, and math.
- Use the Call Tracking System to document and calls/email requests and their respective resolutions.
- Work closely with department peers in cross-training.
- Ability to communicate efficiently.
- Strong organizational skills.
- Effective decision-making skills.
- Other duties as assigned.
- Aid with the Billing Disputes process when necessary.
- Aid with Customer Complaint resolution when necessary
- Aid with job file audits when necessary
- High School Diploma or equivalent required.
- 1 year of Customer Service Experience.
- 1 year of Microsoft Office experience preferred.
- Institute of Inspection Cleaning and Restoration (IICRC), Water Restoration Technician. (WRT) and Applied Structural Drying (ASD) certification (or ability to obtain within first year of employment).
- Excellent attention to detail required.
- Self-motivated critical thinker who can work independently to solve problems required.
- Ability to multitask and quickly adapt to changing/conflicting priorities required.
- Strong written and verbal communication skills required.
- Proficient computer skills required.
- Ability to communicate effectively using programs such as Slack & MS Teams. Comfortable sharing screens and video chatting preferred.
- Knowledge of Xactimate / Xactware software applications or other estimating software preferred.
- Experience in insurance, construction, damage evaluation and estimating, building repair or similar backgrounds preferred.
- Strong relationship building skills and ability to work well with others required.
- High level of time management skills required.
- Utilizes current technology to review and analyze written information and estimate damages required.
- Ability to remain sitting while working on a computer with phone use for extended periods of time required.
- Regular attendance per company policy in a fast-paced work environment (sitting, standing, walking, and talking), based on a 40 hour work week.
- Additional working hours as required for business related needs.
- Commit to working a minimum number of Holidays.