Customer Service Specialist

This is a fully remote position, open to applicants in Alabama, +5 more states.

📋 Description

• Deliver responsive, empathetic, and precise customer service throughout the temporary housing journey.

• Respond to incoming calls from policyholders, adjusters, hotels, property managers, and internal stakeholders.

• Address temporary housing-related queries and offer prompt assistance and compassionate support.

• Input new temporary housing claims and assignments into internal systems.

• Oversee inbound email queues, shared mailboxes, carrier portals, web portals, and various communication channels.

• Reach out to policyholders via phone, text, and email concerning hotel extensions, necessary information, updates, and housing requests.

• Facilitate hotel stay extensions and assist with accommodation bookings, documenting authorizations, dates, rates, and reservation details.

• Liaise with hotels and lodging partners regarding reservations, extensions, availability, check-in issues, billing, and service requirements.

• Obtain hotel folios and supporting documentation and assess billing accuracy and completeness.

• Enter, verify, and maintain customer, claim, hotel, and service details across databases, CRM tools, and departmental systems.

• Manage multiple calls, emails, claims, and service requests while prioritizing urgent needs and adhering to service-level expectations.

• Resolve standard customer service and housing-related challenges while escalating complex, urgent, or unresolved issues.

• Collaborate with Housing, Hotel, Claims, Finance, vendors, and other partners.

• Stay informed about departmental processes, temporary housing services, hotel operations, customer service standards, and relevant procedures.

• Uphold Sedgwick’s mission, strategic vision, value proposition, and quality initiatives.

• Perform additional duties as assigned.

⛳️ Requirements

• Minimum of two (2) years of experience in customer service, call center operations, hospitality, insurance, or a similar service-oriented setting.

• Prior experience in temporary housing, corporate lodging, insurance claims, or hotel operations is highly preferred.

• A bachelor's degree or equivalent from an accredited institution is preferred.

• Credit security clearance, verified through a background credit check, is mandatory.

• Capability to manage multiple customer interactions and assignments at the same time.

• Strong analytical and conceptual thinking skills.

• Exceptional judgment, troubleshooting, problem-solving, analytical skills, and discretion.

• Capacity to handle work-related stress and manage multiple priorities simultaneously.

• Ability to meet deadlines.

• Proficient in computer keyboarding.

• Good hearing, vision, and verbal communication skills.

🏝️ Benefits

• Work-life balance.

• Reasonable accommodations when applicable and appropriate.

• Commitment to equal opportunity employment.

• Drug-free workplace.