Quality Assurance Support Specialist
Company: Servpro Industries, LLC
Location: Madison
Posted on: April 17, 2024
Job Description:
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.
Keywords: Servpro Industries, LLC, Nashville , Quality Assurance Support Specialist, Other , Madison, Tennessee
Didn't find what you're looking for? Search again!
Loading more jobs...