Client Services Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients within the Command Center, ensuring that assigned accounts meet their objectives.

• Offer guidance to claim management regarding issues and complaints related to claims.

• Determine when to escalate complaints or concerns to the client level as opposed to treating them as claim issues.

• Educate and support water mitigation and contents claim personnel on resolving disputes.

• Serve as a liaison between Sales and Operations for the establishment of new accounts, resolution of carrier escalations, management of claim reviews, and client profitability.

• Participate in and assist with sales presentations as needed.

• Work collaboratively with internal and external stakeholders to address and resolve issues.

• Authorize contractual and extra-contractual payments necessary for settling claims or program-related disputes.

• Negotiate settlements among contractors, insured parties, carrier representatives, and employees.

• Develop best practices and training materials for dispute resolution.

• Mentor staff or teams on effective non-defensive communication techniques.

• Aid in planning client meetings and events.

• Engage in monthly client meetings, which may involve travel.

• Facilitate the flow of information between clients and the organization.

• Create, maintain, and manage client files, directing inquiries as appropriate.

• Oversee claim files and reports to ensure compliance with procedures and guidelines.

• Assess refund requests and make decisions within established authority limits.

• Recommend and obtain support from Sales and senior management for issues that surpass authority limits.

• Gather data to identify root causes and facilitate process improvements.

• Perform additional duties as assigned.

⛳️ Requirements

• A Bachelor’s degree in business or 2-3 years of relevant experience is highly preferred.

• Required experience in property restoration, homeowners' insurance, or damage estimate writing.

• Ability to work adaptively and address critical business needs effectively.

• Must be responsive, prompt, and articulate, with strong communication skills for both internal and external clients.

• Detail-oriented with a disciplined approach to work.

• Demonstrated resourcefulness, self-motivation, and creativity in problem-solving based on information and judgment.

• Capable of working with minimal guidance and supervision.

• Exceptional leadership qualities and serve as a role model to fellow employees in the Command Center.

• Outstanding customer service, communication, and organizational skills.

• Ability to thrive under pressure and meet tight deadlines.

• Direct experience in customer service is essential.

• Familiarity with account management practices, insurance practices, and water mitigation techniques.

• Capacity to review assigned carrier claims and identify potential issues for early resolution.

• Ability to escalate known issues to the carrier while providing invoice and scope resolution with minimal oversight.

• Follow up on Net Promoter Scores by engaging with insured clients and advising management on potential improvements.

• Provide relevant documentation to the Team Lead for escalated issues arising from non-compliance with standard operational procedures and policies.

• Deliver necessary reporting to the carrier for pilot programs, including account rollout.

• Proficient in utilizing technology devices, software, and applications.

• Prior experience with Microsoft Office Suites and basic computer skills is required.

🏝️ Benefits

• Annual incentive program.

• Fully remote work opportunity.

• Monthly client meetings, which may involve travel.