What You'll Do

•  Inspect residential and commercial property damage losses 
•  Perform detailed site inspections and assessments 
•  Create estimates using Xactimate and other estimating and industry software as required 
•  Develop accurate scopes of work 
•  Identify opportunities for supplements and additional services 
•  Work with insurance carriers, adjusters, TPAs, and customers 
•  Review and revise estimates as project conditions change 
•  Assist with project inspections, documentation, and site visits as needed 

•  Obtain customer authorizations and approvals 
•  Ensure all required paperwork is completed correctly 
•  Coordinate project startup with production teams 
•  Communicate job expectations, scope, and timelines to crews 
•  Monitor project progress and address customer concerns 
•  Assist with scheduling and job flow management 
•  Ensure projects move efficiently from intake through completion 
•  Communicate with customers, adjusters, insurance representatives, subcontractors, vendors, and internal team members regarding project startup, progress, completion, scheduling, and next steps 

•  Maintain accurate job files and documentation 
•  Review photographs, drying documentation, notes, and supporting records 
•  Handle project-related correspondence with customers, adjusters, TPAs, vendors, subcontractors, and internal team members 
•  Follow up on outstanding approvals, documentation, and project requirements 
•  Ensure files are complete, accurate, and audit-ready 
•  Assist with billing, invoicing, collections support, and payment documentation as necessary 
•  Assist with additional project inspections, documentation, site visits, and administrative support as needed 

•  Conduct final walkthroughs with customers 
•  Obtain completion certificates and customer sign-offs 
•  Help resolve punch list items and customer concerns 
•  Request Google Reviews and customer feedback 
•  Capture customer testimonials when appropriate 
•  Gather before-and-after photos and videos 
•  Assist with project closeout and final billing documentation 
•  Help ensure every customer receives an exceptional experience from beginning to end 

•  Identify opportunities to strengthen customer relationships 
•  Promote SERVPRO services professionally and ethically 
•  Help generate positive online reviews and local brand awareness 
•  Represent the company professionally in homes and businesses 

•  Answering incoming emergency service calls after hours 
•  Speaking with customers experiencing water, fire, mold, or storm damage emergencies 
•  Gathering critical loss information and setting expectations 
•  Coordinating emergency response crews 
•  Dispatching technicians and resources as needed 
•  Responding to job sites when necessary to inspect losses, scope work, or assist with project startup 
•  Communicating with customers, technicians, management, and insurance representatives during emergency situations 
•  Ensuring proper documentation and job setup procedures are followed from the initial loss through project completion 

Qualifications

•  Restoration industry experience 
•  Understanding of water mitigation, fire restoration, mold remediation, and emergency services 
•  Strong customer service and communication skills 
•  Ability to manage multiple projects simultaneously 
•  Strong organizational and follow-up skills 
•  Proficiency with computers, email, and Microsoft Office 
•  Valid driver's license with acceptable driving record 

•  Xactimate experience 
•  IICRC certifications 
•  Prior experience as an Estimator, Project Manager, Crew Chief, Production Manager, or Restoration Supervisor 
•  Insurance restoration experience 
•  Experience working with TPAs and carrier programs 

•  Willingness to participate in an on-call rotation 
•  Ability to respond calmly and professionally during emergency situations 
•  Ability to occasionally work evenings, weekends, and holidays as business needs require 
•  Ability to travel throughout New Castle County, Delaware County, and surrounding service areas 
•  Ability to walk job sites, climb ladders, enter crawlspaces, and inspect damaged structures when necessary 

What Success Looks Like

•  Does what they say they will do 
•  Follows up relentlessly 
•  Returns calls, texts, and emails promptly 
•  Communicates clearly with customers, adjusters, subcontractors, and teammates 
•  Takes ownership of problems and works toward solutions 
•  Understands that documentation matters 
•  Maintains a sense of urgency without sacrificing quality 
•  Holds themselves accountable 
•  Pays attention to details and follows projects through to completion 
•  Understands that customer communication is just as important as writing estimates 
•  Takes pride in delivering an exceptional customer experience from first contact through final closeout 
•  Understands that every file represents a customer going through a difficult situation and treats them accordingly 

Why SERVPRO?