Customer Service Representative

About the Role

We’re seeking a Customer Service Representative to join our growing team. The Customer Service Representative will serve as the first point of contact for insurance adjusters and policyholders who have been displaced from their homes following a loss. Their ability to provide compassionate service, manage multiple priorities, and communicate effectively will directly impact families during some of the most challenging times in their lives.

• Compensation: $18.00/hr. (approx. $37,440.00/yr.) plus monthly KPI-based bonus
• Training: approximately 90 days, Monday–Friday, 8:00 AM – 4:30 PM (in-office). No PTO requests during the training period.
• Regular Schedule: Monday–Friday, 9:00 AM – 5:30 PM / 9:30 AM – 6:00 PM
• Hybrid: Eligible after 3-month training period (based on consistent performance). 1 day in office, 4 days remote per week.
• Computer and phone equipment will be provided. Requires reliable high-speed internet service and a suitable workspace at your residence.

Key Responsibilities

• Serve as the primary point of contact for insurance adjusters requesting temporary housing services.
• Receive and process hotel and temporary housing requests.
• Manage a high volume of inbound and outbound phone calls and email communications.
• Accurately document claim activity and customer interactions in Salesforce.
• Coordinate with internal departments to ensure timely claim handling.
• Resolve customer questions with professionalism, urgency, and empathy.
• Maintain accurate records while meeting quality and productivity expectations.
• Deliver exceptional customer service during every interaction.

Requirements & Tech Stack

• High school diploma or GED
• Minimum 6 months of customer service experience
• Excellent verbal and written communication skills
• Typing speed of 40 WPM or greater
• Strong organizational and time management skills
• Ability to multitask in a fast-paced environment
• Proficiency with Microsoft Office applications
• Ability to learn multiple systems quickly

Qualifications

• A stable work history with a proven record of reliability and excellent attendance.
• Compassion and enjoyment from helping customers through difficult situations.
• Self-motivation and ability to work independently in a hybrid environment.
• Ability to prioritize competing tasks while maintaining accuracy and quality.
• Coachability and acceptance of feedback, a commitment to continuous learning and development.
• Need to thrive in a collaborative, team-oriented culture.