Full-Time | Hourly Pay | $100 Weekly Performance Bonus | 401(k) | Paid Time Off | Paid Training ServiceMaster Fire & Water Restoration by 24/7 is hiring a Claims Coordinator to screen incoming calls, coordinate service requests, and keep restoration jobs organized from the first inquiry through completion. This is an hourly, office-based position combining customer service, call screening, scheduling, insurance claim documentation, and administrative support. When a potential customer calls, you'll ask questions to understand their situation, determine whether our services fit their needs, explain the next steps, and coordinate with our team to get appropriate work scheduled. Once a job is underway, you'll help keep the records, communication, deadlines, and follow-up moving. We are looking for someone who is professional on the phone, comfortable with computers, organized, dependable, and willing to take ownership of their responsibilities. What You'll DoIncoming Calls & Service Requests You are often the first person a customer speaks with at ServiceMaster. We need someone who can listen carefully, collect accurate information, and help the caller understand what happens next.

Your responsibilities will include:

Answer incoming calls and respond promptly to website inquiries Ask questions to understand what happened, the type of damage, the property location, and the urgency Determine whether the requested work fits our services and service area Identify whether the caller needs emergency service, an inspection, an estimate, or assistance with an existing job Collect customer contact information, referral details, and available insurance claim information Clarify the caller's relationship to the property and identify who can authorize work Explain our services and the next steps using company-approved information Promptly notify the appropriate manager or response team about urgent service requests Coordinate inspections and appointments based on team availability Follow up with qualified callers who have not yet scheduled Route customer, adjuster, vendor, and other calls to the appropriate person Document each inquiry, its outcome, and any required follow-up The goal is to give customers a helpful first response and make sure our team has accurate information before responding. New Job Setup & Recordkeeping Enter new jobs into Restore promptly and accurately Review and enter overnight jobs at the beginning of the workday Confirm customer names, property addresses, phone numbers, email addresses, insurance carriers, claim numbers, and adjuster contacts Record how the customer found us and who referred the job Maintain the call log and document important conversations and commitments Follow up to obtain missing intake information Make sure the assigned project manager receives the information needed to get started Keep electronic records and physical customer files organized and current Job Documentation & Insurance Program Requirements Review active files daily for missing documents and outstanding tasks Monitor applicable insurance carrier and third-party administrator portals for assignments, messages, and deadlines Upload, organize, and export photographs, work authorizations, certificates of satisfaction, and other required records Follow up with field staff for missing photos, notes, signatures, drying documentation, and equipment logs Confirm documents are labeled clearly and attached to the correct job Track required submissions and notify the responsible manager when deadlines are approaching Document outstanding issues, follow-up attempts, and reasons for delays Help maintain complete files that support insurance review, billing, and job closeout Work Authorizations & Electronic Signatures Prepare and send work authorizations, approved estimates, and other documents through DocuSign Check customer and job information for accuracy before sending Track outstanding signatures and follow up with customers Upload completed documents and update job records Route questions about scope, pricing, or contract terms to the appropriate manager Scheduling & Customer Communication Coordinate inspections, customer appointments, adjuster visits, pack-outs, and pack-backs with project managers Confirm customer availability, property access, and appointment details Communicate scheduling changes promptly Work with project managers to provide accurate updates on active jobs Record customer requests and make sure they reach the person responsible Follow through on callbacks and unanswered questions Handle routine concerns professionally and escalate issues requiring management decisions Help coordinate transitions between mitigation, contents, and reconstruction so the next department has the necessary information Estimate Follow-Up, Billing Support & Closeout Confirm estimates and supporting documents have reached the appropriate insurance representative Track estimates awaiting review or approval and follow up for status updates Route requests for revisions, supplements, or additional documentation to the estimator or project manager Maintain a clear record of outstanding approvals and required next steps Review completed files for required signatures, photographs, drying records, equipment documentation, and completion paperwork Notify accounting when completed jobs are ready for invoicing Follow up on completed jobs awaiting billing and help resolve missing paperwork Assist accounting with invoice receipt confirmation, payment-status inquiries, and documentation requests as assigned Complete customer follow-up, document unresolved concerns, and send the company's standard review request Job Logistics & Office Support Coordinate dumpster and PODS orders with project managers Track delivery dates, ongoing rental needs, pickup requests, and completed pickups Contact customers with PODS at the beginning of each month to check whether pickup can be arranged Flag containers that may no longer be needed so unnecessary rental charges can be addressed Help maintain the on-call schedule three months in advance using management-approved assignments Maintain the vehicle documentation binder and scan receipts or other records as assigned Assist the Office Manager with collecting vendor W-9s and insurance certificates Maintain and complete the shared administrative task list Participate in staff meetings and communicate outstanding needs Keep Every Job Moving For each active file, you should be able to identify: What stage is the job in? What are we waiting for? Who is responsible for the next step? When does it need to happen? Has the customer been updated? What needs management's attention? Keep a current list of stalled files, missing information, and overdue follow-ups. Review those items with the appropriate team members and track them through resolution. Following up is a major part of this position. We need someone who keeps unfinished tasks visible and takes responsibility for moving them forward. What This Job Is Really Like You may start the morning entering an overnight water loss, checking yesterday's job photos, and following up on unsigned authorizations. Then a homeowner calls about a flooded basement. An adjuster requests additional documentation. A project manager needs a dumpster ordered. A completed job is waiting on paperwork before it can be billed. You need to stay calm, adjust priorities, take accurate notes, and return to unfinished tasks. This position is a good fit for someone who enjoys helping people, organizing information, solving everyday problems, and making sure details are handled. Who We're Looking For The right person: Is friendly, confident, and professional on the phone Asks good questions and listens carefully Communicates clearly by phone and email Stays patient with customers dealing with stressful situations Shows up on time and can be counted on Manages multiple active files without losing track of commitments Notices missing information and takes action to obtain it Completes follow-ups without constant reminders Works well with project managers, technicians, estimators, and accounting Handles customer and claim information confidentially Knows when an issue needs management's attention Is willing to learn and follow established procedures Previous experience in customer service, call screening, dispatch, scheduling, restoration administration, insurance claims support, construction administration, or office coordination is helpful. Experience with Restore, DocuSign, spreadsheets, insurance portals, and electronic job management systems is a plus. We can train the right person on our restoration procedures and software. Strong communication, organization, and follow-through are essential. Weekly Performance Bonus In addition to hourly pay, this position offers the opportunity to earn a $100 weekly performance bonus by meeting the company's established performance requirements. Our expectations include timely responses, accurate job records, consistent customer follow-up, attention to documentation deadlines, and completion of assigned responsibilities. Bonus eligibility and requirements will be clearly explained so you understand what is expected and how to earn it. We believe consistent performance and accountability should be rewarded. Requirements Strong phone communication and customer service skills Comfortable making follow-up calls to customers, insurance representatives, and vendors Strong computer, typing, and data-entry skills Ability to use email, spreadsheets, and multiple business software systems Accurate recordkeeping and attention to detail Ability to manage competing priorities and deadlines Dependable attendance and reliable transportation to work Ability to work full-time in an office environment What We Offer Competitive hourly pay based on experience $100 weekly performance bonus opportunity Full-time, year-round employment 401(k) Paid time off Paid training Opportunity to learn restoration operations and insurance claim workflows Clear responsibilities and a direct impact on the customer experience Advancement opportunities for employees who perform About Us ServiceMaster Fire & Water Restoration by 24/7 helps homeowners and businesses throughout Northern Indiana and Southwest Michigan recover after water damage, fires, storms, and other property losses. Our services include water mitigation, fire and smoke restoration, contents cleaning, mold remediation, and reconstruction. Our office team plays an important part in that work. A helpful first call, accurate information, complete documentation, and consistent communication make the restoration process easier for our customers and our field teams. If you take pride in helping people, keeping things organized, and following through , we want to talk to you. Company Overview ServiceMaster Fire & Water Restoration is a dedicated restoration company serving homeowners and businesses across Northern Indiana and Southwest Michigan. We focus on water damage restoration, fire and smoke cleanup, mold remediation, biohazard cleanup, and reconstruction, emphasizing quality work, customer service, and teamwork. Job Overview We are seeking a proactive and detail-oriented Claims Coordinator - Restoration Services to join our dynamic team. In this role, you will manage insurance claims processes related to restoration projects, ensuring accurate documentation, effective communication with clients and insurance providers, and adherence to regulatory standards. Your expertise will help streamline claims handling, support customer satisfaction, and uphold our commitment to excellence. Duties Handle insurance claims related to water, fire, mold, and biohazard restoration projects from start to finish. Review and interpret insurance policies to determine coverage scope and claim eligibility. Process medical claims associated with workers' compensation or health insurance as needed. Utilize insurance claims management software to enter data accurately and maintain detailed records. Negotiate claims settlements with insurance adjusters while ensuring compliance with policies and regulations. Coordinate with medical providers for medical documentation, CPT coding, ICD coding, HCPCS codes, and DRG classifications. Maintain organized filing systems for claims documentation, medical records, and correspondence. Requirements Demonstrated knowledge of commercial insurance policies, workers' compensation insurance, health insurance regulations, and insurance claims litigation. Proficiency in Microsoft Office Suite (Word, Excel) and experience with insurance claims management software. Strong understanding of policy interpretation, claims adjudication processes, and regulatory compliance in claims processing. Familiarity with medical terminology, medical documentation procedures, ICD-9/ICD coding, CPT coding, HCPCS codes, DRG classifications, Medicare procedures, and medical records management. Excellent organizational skills with attention to detail for data entry and clerical tasks. Prior experience handling insurance claims in a restoration or similar environment is preferred. Exceptional customer service skills with the ability to communicate effectively with clients and insurance representatives. Ability to handle multiple tasks efficiently while maintaining accuracy under pressure. Join our team to make a meaningful impact by ensuring smooth claims processes that support our clients' recovery journeys! We provide paid training opportunities to help you grow your skills within a supportive environment focused on quality work and professional development.

Pay:

$20.00 - $25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Paid time off

Work Location:

In person