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 insurance, customer service, 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 Service Experience Advocate owns the full lifecycle of property files from initiation through completion. Acting as the central project manager to ensure coordination of service experience and serve as the primary customer contact, this role ensures all milestones are met, all contributors are accountable, and every customer receives consistent, high-quality experience from intake to completion. The Service Experience Advocate coordinates cross-functional activities across internal teams, contractors, and carrier partners, ensuring operational excellence, proactive communication, and timely resolution.
General 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
Minimum Qualifications:
- 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
- Desired certifications: Adjuster license, WRT, HAAG Certification
- Preferred Familiarity with Quality Assurance (QA) and Estimate Writing processes
- Understanding of Water, Roofing, Reconstruction, and Windows service workflows
- 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
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.
