Job Description
Job DescriptionDescription:
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 claims 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 Territory Field Manager serves as the business leader for an assigned region and is responsible for driving performance, service excellence, and contractor relationship management. This role oversees a high-value portfolio of property claims and acts as the primary point of contact for a network of contractors. The role is pivotal in ensuring service-level compliance, dispute resolution, regional network development, and overall customer satisfaction. The individual must be a proactive problem-solver with strong communication skills, industry knowledge, and the ability to manage a territory independently while collaborating with internal teams.
General Responsibilities:
Contractor Performance Management:
Monitor contractor performance across zip codes, trades (including but not limited to: water mitigation, roofing, windows, etc.), and client programs to ensure compliance with SLAs
Conduct periodic reviews and performance evaluations using defined KPIs (every six months).
Hold weekly contractor check-ins to review active claims, discuss concerns, and monitor progress.
Oversee timely handling of individual claims and ensure consistent service delivery.
Contractor Relationship Management:
Serve as the main point of contact for all contractors in the assigned region.
Build strong working relationships to foster engagement and long-term success.
Host regular territory meetings to communicate updates, share best practices, and align on client expectations.
Support newly onboarded contractors through education, integration, and early engagement.
Dispute Resolution & Customer Experience:
Act as a mediator for disputes involving property owners, clients, and contractors.
Address escalated concerns with urgency to minimize disruption and preserve trust.
Perform on-site property visits to verify project completion and customer satisfaction.
Partner with internal risk and compliance teams to address workmanship or liability concerns.
Territory & Network Development:
Recruit and onboard contractors to expand coverage in high-priority or underserved areas.
Support the credentialing and onboarding process to ensure readiness and program compliance.
Collaborate with the Business Development team on assigned leads and growth opportunities.
Promote the company’s full suite of service offerings to contractors and clients.
Internal Collaboration & Cross-Functional Support:
Partner with internal departments (recruiting, credentialing, accounting, risk, restoration, etc.) to ensure contractor alignment.
Provide guidance to newer team members and support alignment across regional and functional teams.
Assist other functions with escalated communication, issue tracking, or urgent contractor concerns.
Other duties as assigned
Requirements:
Minimum Qualifications:
- Bachelor’s degree or equivalent professional experience required.
- 3+ years of experience in contractor/vendor management, construction, reconstruction, property claims, or insurance preferred.
- Previous experience with adjusting and/or contracting in the following areas: roofing, windows, siding and water mitigation preferred
- Knowledge of residential or commercial construction practices strongly preferred.
- Ability and willingness to travel up to 40% of the time within assigned region.
- Strong problem-solving and conflict resolution skills with a customer-first mindset.
- Proficient in Microsoft Office; experience with claims/estimating systems is a plus.
- Strong communication, organizational, and time-management skills.
- Ability to work independently in a remote setting while maintaining a high level of accountability.
- Demonstrated ability to manage multiple priorities, deadlines, and stakeholders with competing interests.
- Valid driver’s license required.
- Excellent communication, interpersonal, and leadership skills.
- High ethical standards and commitment to confidentiality and integrity.
- 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.