Quality Assurance Support Specialist

What we offer

• 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

Job Summary

A Quality Assurance Support Specialist in the Quality Assurance Department is responsible for providing quality customer service assisting the SERVPRO community with questions received utilizing the 2080 hunt group. Quality Assurance Administrative Assistant is expected to maintain flexibility with respect to working overtime and holidays, especially when inundated with job files in the audit queue.

You will

• 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

You have

• 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.

Working Conditions

• 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.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.