Windows Customer Engagement Specialist

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary

The Windows Customer Engagement Specialist is responsible for interact with an incoming claim, and the last person to see it before it moves to production, scheduling on-site assessments across Accuserve Windows and third-party inspectors. The Windows Customer Engagement Specialist will need to be able to communicate clearly with the homeowners, inspectors, window specialists, and other team members with a high level of organization and attention to detail. In your role, communication with the team and insurance company will be paramount to success. Each claim is unique, and you will often have to problem-solve or collaborate to successfully fulfill the needs of our clients. You will also be responsible for bookending the claim and helping to complete the invoicing and photo reporting process for claims before they return to our clients.  

General Responsibilities:

• Receive and review claims submitted through form submission or email or XA
• In and outbound phone or email communications with insurance adjusters about claims
• Contact homeowners/PAs/Contractors to set up window inspections via phone and email
• Keep calendars and schedules up-to-date and maintain accurate notes about appointments
• Schedule appointments in a timely manner, determined by client requirements 
• Update status of jobs within company software program (Salesforce, Company Cam, etc)
• Upload and manage content from providers, homeowners, and peers
• Create and deliver invoices for services performed and escalate as needed 
• Performs and coordinates administrative task functions for claims
• Use photos and documentation to create detailed photo reports for clients
• Build rapport and working relationships with various stakeholders.
• Contact inspectors as needed to verify appointments and get updates
• Communicate effectively to maintain client and peer relationships 
• Attend all appropriate company meetings
• Attend regular company-sponsored training sessions
• Special projects as requested
• Ability to work overtime or flex schedules during high volume and CAT Events is required
• Other duties as assigned

Minimum Qualifications:

• High school diploma or equivalent GED required
• 1+ years’ experience as an estimator within the restoration/construction industry / scheduler / dispatcher preferred
• Possess exceptional organizational and planning skills (detail-oriented person)
• Effective communication and negotiation skills
• Self-motivated, responsible, and accountable
• Ability to drive results consistently across different types of circumstances
• Excellent communication and interpersonal skills
• Ability to prioritize and manage time 
• Ability to problem-solving and use critical thinking 
• Ability to handle conflict in a professional and courteous manner
• Excellent verbal, electronic, and written communication, and customer service skills
• Reliable in meeting work commitments
• Must be flexible and adapt to most any situation
• Ability to work overtime or flex schedules during high volume and CAT Events is required
• Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely

Accuserve’s Human Centric Value Proposition:

Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

Accuserve Values:

Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.