Customer Claims Specialist (Housing)

Customer Claims Specialist (Housing)

CRS is a Phoenix-based company that helps insured families recover after unexpected home damage (fire, water, storm, earthquake, etc.) by providing temporary housing and relocation support. Working closely with insurance carriers, CRS manages everything from emergency hotel stays to long term housing, furniture, and necessities. In addition to housing placement services, we also streamline the repair and restoration process for damaged homes by tapping into our national network of general contractors. Since 1989, the company has built a reputation for reliability and world class, compassionate customer care powered by a team of professionals dedicated to supporting people during critical moments. Our goal is to make a difficult situation easier by coordinating housing solutions that fit the policyholder's needs while also working within the guidelines of their insurance coverage.

Our office is in North Phoenix, off the North 101 Loop and 19th Ave. in Deer Valley.

As part of our commitment to a safe and trusted workplace, CRS requires all new hires to complete a pre-employment background check and drug screening.

CRS is an equal opportunity employer. We hire, develop, and promote individuals based on job-related qualifications and abilities. We offer a welcoming and inclusive environment in service to one another, our diverse clients, and the communities we call home. We do this with kindness, empathy and respect for each other.

About the Role

We're seeking a Customer Claims Specialist (Housing) to manage long-term relationships with policyholders, insurance claims adjusters, and landlords. In this role, you'll be the point of contact for customer service-related issues for policyholders, document claim activities accurately, partner with internal teams and external vendors to ensure timely, compliant outcomes and handle special requests like extensions and accommodations. You will deliver world-class customer service with a strong focus on empathy, compassion and relationship-building.

Compensation: $20.00/hr (approx. $41,600/yr). Monthly bonuses supplement the hourly pay.

Training: approximately 90 days, MondayFriday, 8:00 AM 4:30 PM (in-office). Due to the nature of the training, we ask you do not request PTO during the training period.

Schedule: MondayFriday, 8:00 AM 4:30 PM

Hybrid: (after 3 month training period) 1 day in office, 4 days remote per week

Computer and phone equipment will be provided. You must have reliable high-speed internet service and a suitable workspace at your residence.

Duties/Responsibilities:

• Serve as point of contact for policyholders and adjusters, landlords and third-party vendors during the temporary housing process.
• Obtain adjuster approvals and accurately process extensions if needed.
• Assist with resolving any customer service issues related to the housing stay.
• Communicate with the landlord/rental management company to ensure the policyholder's needs and special requests are met.
• Occasionally act on behalf of the collections department to obtain abatement for a claim.
• Ensure customer satisfaction by prompt and proper resolution of questions and issues via email and telephone communication.
• Manage high volume email, as well as inbound and outbound telephone calls for claim handling, while documenting activities in Salesforce.
• Perform other duties as necessary or assigned.

Qualifications:

• Excellent written and verbal communication skills (email, text, phone).
• Strong problem-solving skills with a proactive and innovative focus.
• Must demonstrate accuracy, attention to detail, and excellent organization skills.
• Strong ability to multitask. Sense of urgency and deadline oriented.
• Intermediate competency in math.
• Ability to demonstrate compassion and handle sensitive information.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, etc.)
• Adequate typing speed, indicative of ability to type while holding a phone conversation.
• High school diploma or equivalent required

Strong candidates will possess:

• 2+ years of Customer Service experience.
• Stable work history with a pattern of excellent attendance and reliability.
• Relatable knowledge within the insurance industry
• Salesforce experience