Customer Care Representative

Thomasville Restoration's vision is to be the #1 most trusted and respected restoration company.

About Thomasville Restoration
Thomasville Restoration's vision is to be the #1 restoration company in the Mid-Atlantic Region. Reporting 
directly to the Head of Remote Estimating, the Customer Care Representative serves as the primary 
administrative support role for the Desk Liaison Team. This position is responsible for proactively communicating 
with insurance adjusters and homeowners to obtain estimate approvals, secure signed Work Authorizations, and 
help move projects into production while reducing cycle times and improving customer satisfaction.

What You'll Do
• Follow up daily with adjusters regarding estimate approvals.
• Manage approximately 50 active files per day.
• Document all communication in DASH.
• Notify the assigned Desk Liaison immediately upon estimate approval.
• Verify signed Work Authorizations before production.
• Send electronic Work Authorizations through One Click Contractor when needed.
• Contact homeowners by phone, text, and email with claim updates.
• Notify Desk Liaisons when jobs are ready for production.
• Warm transfer technical questions to Desk Liaisons through RingCentral.
• If unavailable, document questions and assign follow-up.
• After weekly estimate follow-up is complete, work the supplement approval pipeline.
• Notify Desk Liaisons of approved supplements.
• Reduce claim aging through proactive communication.
 

Who You Are
• Self-motivated and highly organized.
• Strong customer service and communication skills.
• Able to manage a high-volume follow-up workload.
• Familiar with DASH or willing to learn quickly.
• Foundational understanding of restoration estimates or willingness to learn.
• Comfortable using Microsoft Office, Teams, RingCentral, and One Click Contractor.
• Strong documentation and follow-through skills.