Accuserve Solutions · 1 week ago
Service Experience Advocate - Home Services
United States
Full-time
Remote
Senior Level
5+ years expAccuserve is a Managed Repair Experience Company focused on redefining customer service in times of need. The Service Experience Advocate manages the full lifecycle of property files, ensuring high-quality customer experiences through effective coordination and communication among various stakeholders.
Building MaintenanceInsuranceProperty DevelopmentReal Estate
Responsibilities
Serve as the main point of contact for policyholders, contractors, and carrier partners
Monitor service-level agreements (SLAs) and proactively intervene to prevent delays
Coordinate activities among Admin, Specialist, and technical teams
Conduct regular follow-ups and status updates with all stakeholders
Anticipate workflow bottlenecks and implement corrective actions
Maintain accurate, real-time updates in the service management system
Lead welcome/introduction calls and closure communications
Deliver an exceptional customer experience through empathy, clarity, and urgency
Handle high-visibility or sensitive cases involving VIPs, legal considerations, or executive carrier oversight
Own end-to-end outcomes of complex service files
Support SLA performance and proactively resolve bottlenecks
Lead follow-ups, updates, and customer communications
Mentor peers, reinforce best practices, and assist in training new team members
Adheres to strict confidentiality requirements of both carriers and Accuserve Solutions
Other duties as assigned
Qualification
Required
Bachelor's degree or equivalent combination of education (GED minimum requirement) and a minimum of 5 years' experience required
Mastery of all service lines and lifecycle processes
Minimum certifications required: Cotality Claims Level I Certified and Xact Level 1 Certified
High emotional intelligence and stakeholder management skills
Exemplary Customer First Service skills, with White-Glove service mindset
Strong project management and team leadership skills
Excellent verbal and written communication skills
Strong organizational and time management abilities
Analytical skills to interpret data and identify trends or risks
Ability to problem-solve under pressure and manage multiple priorities
Ability to work flexibility hours and OT during CAT or high-volume periods
Ability to utilize technological devices, software and applications; 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
Preferred
Desired certifications: Adjuster license, WRT, HAAG Certification
Familiarity with Quality Assurance (QA) and Estimate Writing processes
Understanding of Water, Roofing, Reconstruction, and Windows service workflows
Company
Accuserve Solutions
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.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-03-28Acquired
Leadership Team
Hunter Powell
Chief Executive Officer
Michael Marker
Vice President of Transformation
Recent News
Company data provided by crunchbase