After Hours Customer Service Specialist

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 19^th 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.

About the Role

We are adding an After-Hours Customer Support Representative to our team to help us provide exceptional service outside of traditional business hours. This role is ideal for someone looking to work non-standard hours that provide flexibility, while providing a corporate environment, benefits, a hybrid commute and business-casual culture. 

• Compensation: $20.00/hr during initial training period (see below).  $21.00/hr after training with shift differential.  Monthly performance bonuses supplement the hourly pay.
• Training: approximately 90 days, Monday–Friday, 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 (first 3 months). 
• Schedule: 1 weekend day (Saturday or Sunday) 4 weekday shifts.
• Shift Hours: 12:30 PM – 9:00 PM for weekdays.  Weekend shift hours could fall between 6:00 AM - 9:00 PM. 
• Provided: 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, provide information and education on the hotel and housing process.
• Source and reserve hotels that meet the needs of the policyholder and ensure claim expenses are within policy limits.
• Obtain adjuster approvals and accurately process extensions if needed.
• Assist with resolving any customer service issues related to the hotel or housing stay.
• Communicate with hotel or landlord 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.)
• 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